Blog Archives

A Lesson in Good Customer Service Delivery

I recently had the good fortune to work in Australia for an international client.  It was a wonderful experience and a great adventure.  It also provided me with a lesson in good customer service delivery.  The lesson?  Good customer service is not always the same for every customer.  It all depends on meeting the customer’s expectations.

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Posted in Customer Service, Education, Service, Service Tech Training

6 Steps to Delivering Your Brand Promise Through Your Field Service Team

The definition of our brand, when boiled down to its simplest form, is what our customers and prospective customers think and feel about our service and our organizations. We all have a brand. The question is, did we choose it, or did we let others choose it for us?

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Posted in Business, Education, Management

Proactive Recommendations by Your Field Team Are a Big Business Differentiator – Three Actions You Can Take

Why Don’t More Service Firms Promote Their Field Team’s Efforts?
Before we look at the how, let’s consider the why. It is interesting to note that most firms in my unscientific sampling do not let their customers know that they have encouraged their field service professionals to look for and make recommendations to help them be better off.

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

Building Personal and Professional Credibility

There is a lot of interest in teaching field service technicians to promote services. This makes sense as the field service professional is in the best position to recognize opportunities and to discuss these with their customers. To help them, many firms look to courses to train their field teams how to sell. But, if you’re serious about engaging your technicians in product and service promotion as part of your strategy to enhance service levels, then building personal and professional credibility are the most important skills needed for proactive service teams.

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

Developing a Proactive Business Development Culture for the Time Strapped Service Manager

You believe that you can offer a better service by getting your field service team to make recommendations aimed at helping your customers to be better off. You have taken steps to support your expectations of a more proactive approach by your techs, including providing training and putting in place a process to capture leads and communicate progress on all opportunities.

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Posted in Consulting Services, how to teach service technicians to sell to customers, Management, Sales, Service, Service Tech Training