I recently had the good fortune to work in Australia for an international client. It was a wonderful experience and a great adventure. It also provided me with a lesson in good customer service delivery. The lesson? Good customer service is not always the same for every customer. It all depends on meeting the customer’s expectations.
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A Lesson in Good Customer Service Delivery
Tagged with: bettering customer relationships, bettering customer service experience, Customer Service Expectations, customer service expert, how to improve customer service, Jim Baston, Managing Customer Service, Managing Service Technicians, Proactive Service®, service technician training, service technician training programs
Posted in Customer Service, Education, Service, Service Tech Training
Posted in Customer Service, Education, Service, Service Tech Training
Developing a Proactive Business Development Culture for the Time Strapped Service Manager
You believe that you can offer a better service by getting your field service team to make recommendations aimed at helping your customers to be better off. You have taken steps to support your expectations of a more proactive approach by your techs, including providing training and putting in place a process to capture leads and communicate progress on all opportunities.
Tagged with: customer service consultant, customer service tech training, field service technician management, Jim Baston, managing field service team, proactive approach to selling, service technician sales, service technician sales training, service technician training programs, train service technicians to sell
Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
SMART Meeting Requests
As managers and field service professionals, we are often in a position to arrange meetings with customers and co-workers. Using meeting requests are an excellent way to get the meeting synchronized in everyone’s calendar. Using the SMART approach to meeting requests saves time and money.
Four Simple Steps Technicians Can Take to Uncover Opportunities
If you are encouraging your technicians to take proactive steps to recommend your products and services to your customers, you may be looking for ways to help them to explore for opportunities to help. Here are four simple steps that your technicians can take to uncover opportunities to help your customers to be better off.
1. Ask a simple question. At the beginning or end of each maintenance service call, get your technicians in the habit of asking, “Is there anything else that we can do for you today?” This simple question will often result in new opportunities that otherwise might go to someone else or go unfilled.
Tagged with: customer service tech training, encourage technicians to sell, encourage your technicians, follow up with your customers, Four Simple Steps Technicians Can Take to Uncover Opportunities, how to improve customer service, how to increase customer service satisfaction, Jim Baston, Proactive Service®, service technician sales training, service technician training programs, taking initiative, teach technicians to sell, Uncover Opportunities
Posted in Business, Education, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Posted in Business, Education, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Help Your Technicians Handle Customer Objections
One of your technicians has just made a recommendation on a critical piece of equipment. It is old, parts are hard to find and a failure will have catastrophic results. The customer hesitates and says something like, “Leave it with me and let me think about it.” Underlying this statement could be an objection. It is for times like these that it makes sense to help your technicians have the skills/tools ready to (or be prepared to) handle customer objections.
Tagged with: bettering customer relationships, customer service consultant, customer service expert, handling customer hesitations, how to handle objections, Jim Baston, sales training for service technicians, service tech sales training, service tech training expert, service technician management, service technician training programs, teach technicians to handle objections
Posted in how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
Posted in how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training
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