Blog Archives

How Proactive is Your Field Service Team? – Take the Test

Many forward thinking service firms struggle with getting the enthusiastic engagement of their technicians in business development because they have not adequately addressed one or more of the above areas. To get greater insight into where you are strong and to identify possible opportunities for improvement, download our “How Proactive is Your Service Team” self evaluation worksheet. Any questions? Just contact me. I would be delighted to hear from you.

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Posted in Business, Education, Service Tech Training

I-CARE – 5 Steps to Work Orders that Shout “Value”

When I have the opportunity to speak with service managers, one of the discussion points that inevitably comes up is about the quality of the work order summaries written by their service technicians. It seems that in many organizations, the quality of the written summaries of work is all over the map – from very poor to excellent. When I ask if they have clear and simple guidelines to help their busy technicians to consistently write well, they often admit that those guidelines are still on the “to do” list.

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Posted in Business, Customer Service, Service Tech Training

CMCEF Webinar Series – Part 3 Maintaining the Service Experience

The next and final webinar in the CMCEF Webinar Series Transforming the Service Experience is called Maintaining the Service Experience (Tuesday, February 26th, 2013). This webinar will focus on our role as managers to motivate and support our technicians to create and maintain momentum for change.

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