Blog Archives

Proactive Service® – Giving Customers your Hearts & your Heads

While most companies give their customers their hands (i.e. do good work), proactive service companies provide customers with their heads as well. By looking out for their customers and making helpful suggestions to allow them to be more effective at operating their facilities, they are providing the highest level of service.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service

6 Steps to Using the Telephone to Turn Away Service Business

Don’t return your calls. No matter what, don’t call the customer back – certainly not on the same day! Prompt responses to voicemail messages only serves to encourage more customers to leave more messages that might result in more business.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service

Dealing With Emotional Customers to a Positive Result

Manage the situation. This is the critical point in this situation. The manager had used an approach to draw out some of the emotion from the situation, but was he prepared to do anything? Here is what he did.

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Posted in Business, Education, Management, Manufacturing, Service

“They Don’t Pay Me to Look Good” in Service Delivery

The second component that makes up our customers’ service experience is how the service is conducted – the smile on the tech’s face, the cleanliness of the work area, the quality of the repair description and even how the technicians chooses to present him or herself. This is called the service delivery.

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Posted in Business, Customer Service, Education, Management, Manufacturing, Service

Step 6 of a Proactive Service® Culture – Coach and Support

In step 5 of our previous blog, we talked about following up on opportunities. The 6th and final step in creating a Proactive Service® culture within your service team is to provide coaching and support.  If we want to see

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Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service