Tag Archive for: service manager consulting

, , , , ,

Transforming the Service Experience – 5 Dimensions of Service Quality

Jim Baston - customer service expertIf you want to transform the service experience you create for your customers to one that is valued and enables you to stand out from your competitors, then this will be of interest to you.  In this blog we are going to look at the 5 dimensions of service quality and examine how you can use them to define exactly the service experience you want to deliver.

In 1990, professors from Texas A&M University identified the dimensions of exceptional customer service in their book Delivering Quality Service[1]. They found that there were critical dimensions that defined service quality and from their work emerged a customer service model called RATER, which focused on five. Their research indicated that a service firm that can deliver on all five dimensions contained in the model can create an exceptional service experience.

The name RATER is an acronym with each letter representing the first letter of one of the five dimensions.  They are:

Read more

, , , , , ,

Increase Revenues Generated by Your Service Techs

Do you want to increase Revenues Generated by your Techs?  Tell them to Stop Selling (and Start Serving)!

Our field service technicians represent a huge opportunity to generate revenues. They have a special relationship with our customers based on a high level of trust. Through that relationship, they have gained a unique understanding of our customers’ goals. They have a practical understanding of the latest in technology and they know our company’s capabilities. Who better than them to recognize and explore opportunities for your company to add more value through more services?

Despite this truth, we have found that most service firms are not fully capitalizing on the unique relationships that their service people have. This is unfortunate for both the service firm and the customer. When we do not fully leverage the special relationships that our service technicians have, we are missing a tremendous opportunity to grow our business, reduce competition and increase customer satisfaction levels. But there is more to it than that. The customer is being denied the opportunity to run their plant or facility better. The customer is not benefiting fully from the knowledge and expertise of our service technicians.

Read more