Blog Archives

Do You Tell Your Customers?

Your field service team can add tremendous value to your service relationships when they recommend products and services that you can provide that will help your customers be better off. They are in a unique position to do this; they have the knowledge of the technology, an inside understanding of your customer’s current processes and equipment and, hopefully an appreciation of your customer’s goals and objectives. They also have proximity to the customer. The question is however, if you engage your technicians in promoting your services, do you tell your customers?

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

Are Your Employees Empowered to Deliver Exceptional Customer Service?

The bank employees were constrained by a bank policy that prevented them from delivering the quality of service they were capable of. Despite the fact that the bank staff was polite and professional, the experience was frustrating and time wasting and completely unnecessary. Now, there may be a good reason for this particular policy, but the branch employees were unable to explain it.

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

Transform the Service Experience through Assurance

Assurance can be defined as confidence or certainty in one’s abilities. This confidence in us comes when the customer believes that they are getting excellent service and advice and that they are in the best of hands. The interesting point here is that most customers have no way or really knowing if they are truly in the best of hands and receiving excellent service and advice. They really don’t know if our technicians are technically better than our competitors or if the advice we are providing is the best they can expect from anyone. Because most customers cannot truly assess these things, they look for tangible evidence that gives them clues.

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

Creating the Service Experience Part 2 – CMCEF Webinar Series

I am pleased to share information about the next webinar in the CMCEF Webinar Series Transforming the Service Experience called Creating the Service Experience which will take place Tuesday, February 12th, 2013. This webinar will examine the challenges of transforming the service experience and discuss how these challenges can be addressed to ensure success. At the end of this seminar, participants will understand the challenges they will likely have to confront when transforming their own service experience and can use this information to create a plan to address them within their own firms. I hope you can attend!

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

Transform the Service Experience through Reliability

An excellent way to achieve this is to consider each dimension of service quality – in this case Reliability – and define specifically how we will deliver it in a “tangible” way through every customer touch point. We can then assemble representatives from our company stakeholders – technicians, dispatch, sales, management, accounting, administration, and so on, and hold a brainstorming meeting to identify specific steps which can be taken within the context of communicating our reliability.

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