Blog Archives

6 Ways to Get the Most out of Training your Team

Let your team do most of the talking. In our enthusiasm, it is easy to get carried away and do most of the talking. We sometimes feel as if we should know all the answers and, as a result, we jump in too quickly to fill in the blanks. When the team looks to you for the “right” answer, turn the question back to them. For example, you might say something like: “You experience this sort of thing first hand, what do you think we should do in this situation?’

Tagged with: , , , , ,
Posted in Business, Service Tech Training

6 Steps to Using the Telephone to Turn Away Service Business

Don’t return your calls. No matter what, don’t call the customer back – certainly not on the same day! Prompt responses to voicemail messages only serves to encourage more customers to leave more messages that might result in more business.

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

Continuous Educational Opportunities – 3rd Step in Creating a Proactive Service® Culture

We then ask the technicians, “How many of you know enough about all of the services and products that your company offers to have a high-level conversation with your customers about what you do?” Several, if not all of the technicians typically will indicate that they are not aware of all of the products or services offered. We then ask, “If you were more aware and were able to carry on that high-level conversation to explore if the customer could benefit from the product or service, do you think that you would be of more value to that customer?” The answer is invariably “Yes!” “So what are you prepared to do about it?” is our challenge.

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

Step 2 in Creating Proactive Service® – Knowing Customers’ Business Goals

The second step to creating a Proactive Service focus for your field service team is to encourage them to get to know your customers’ business goals. At first glance this may seem a bit off of the beaten path of the technical nature of their job, but it is critical in providing a higher level of service. A technician who understands the business goals and challenges faced by the customer will be attuned to opportunities to help their customers achieve them.

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

1st Step in Creating Proactive Service® – Focus on Service, Not Selling

Technicians who seem naturally gifted at selling their company’s products or services do not see their efforts as selling at all – they recognize their recommendations as the valuable service that they are. To them it is a service activity.

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