Blog Archives

The One Question Every Field Service Technician Should Ask

What is a simple question that delivers exceptional service and generates profitable revenue? It’s the one question that every field service technician should ask. So, why isn’t every field service technician asking it?

In our workshops, we discuss the value that field service professionals provide by bringing opportunities to our customers’ attention that can help them operate their facilities/processes more effectively. One way to uncover these opportunities is to ask this question, “Is there anything else that I can help you with today?”

Tagged with: , , , , , , , , , ,
Posted in Business, Customer Service, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training

How is Your Business Really Doing? Ask these 2 Questions

Whenever I speak on the subject of Proactive Service, invariably someone will ask me how do we really know how we are doing? I mention that there are several measures to consider. Higher sales and revenues, increased customer satisfaction and improved levels of customer retention are just a few to consider. However, if you really want to know how you are doing, here are 2 questions to ask your customers through your surveys and during face-to-face visits

Tagged with: , , , , , , , ,
Posted in Business, Consulting Services, Education, Management, 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.

Tagged with: , , , , , , ,
Posted in Business, Education, Management, Manufacturing, Service

Step 5 of a Proactive Service® Culture – Follow Up on Opportunities

Of course, the customer was angry and the technician was put in an uncomfortable position because of inaction on the part of the salesperson, but the problem would have been avoided altogether if the technician just took a moment to inquire with the customer whether they had given any more thought to the matter.

Tagged with: , , , , , , , , ,
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service

Transform the Service Experience through Empathy

In my last post on the five key dimensions of service quality, we considered what we can do to transform the service experience through the tangible aspects of the service we provide. Here we consider what we can do to transform the service experience by clearly communicating to our customers that we care about them. Our customers will have little regard for us until they know that we have empathy.

Tagged with: , , , , , , , , , ,
Posted in Business, Consulting Services, Customer Service, Education, Management, Manufacturing, Service