Blog Archives

Is Your Field Service Team Missing Opportunities to Help Your Customers?

Perhaps you have encouraged your field team to look for ways that you could help your customers achieve their business goals.  You’ve set up processes and systems to capture any opportunities identified.  You may have even told your customers your intentions and why your field team’s actions are not only unique but of great value for the them.  Even with all of this in place, how confident are you that they are seeing all of the “F”s – that is, how confident are you that they are not missing any opportunities to help the customer to be better off.

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

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.

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

Step 4 of a Proactive Service® Culture – A Clear Opportunity Process

The technician had found a problem with a key piece of equipment and recommended to the customer that it be replaced as soon as possible. The customer asked the technician to have someone get in touch with him with pricing and installation information for the replacement. The technician reported the opportunity on the work order along with the request for a follow-up call by the salesperson responsible for the account. Unknown to the service tech, the information did not get to the salesperson and no one followed up.

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

Creating a Proactive Service Culture Throughout Your Service Team

In this series of blogs we are going to examine six steps that you implement to create a Proactive Service® focus from all of your service team members. This will greatly enhance your efforts of developing a distinctive and sustainable competitive advantage and result in higher revenues and delighted customers. I also contend that it will make your business a more desirable place to work.

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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.

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