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

4 Components of a Better Technician Work Order Resolution Description

Frustrated by the poor quality of the information provided by your technicians on work orders? The importance of the quality of the work order resolution description is often overlooked. The fact is the quality of this information is very important! Below are 4, easily remembered components that your technicians can include to better communicate the value of the work they have performed. The four components are captured using the acronym CARE.

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Posted in Business, Consulting Services, Management, Service

When the Customer Service person says “I Can’t Help”

We’ve all experienced it. You need to get something done and the customer service person you are relying on says, “I can’t help”. The solution requires a little bit of empathy, perhaps some creativity and a lot of common sense. Although the clerk may be smart, efficient and good at their job, they fail to show any of the three requirements. There is no empathy, little creatively and certainly no evidence of common sense.

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

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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