CMCEF Webinar Series – Part 3 Maintaining the Service Experience

The next and final webinar in the CMCEF Webinar Series is called Maintaining the Service Experience and will take place on Tuesday, February 26^th, 2013.   On February 12^th, 2013, I presented the second webinar in the Transforming the Service Experience series hosted by the Canadian Mechanical Contractors Education Foundation.  The Webinar was called Creating the Service Experience. In the webinar, we considered the five key hurdles to successfully engaging our technicians in activities to transform the service experience resulting in more revenues and higher customer satisfaction and retention.  The hurdles that can prevent our technicians from doing what we would like them to do are:

1. Knowledge:  We must clearly define our expectations of what we want our technicians to do.  Often we assume that our technicians know what is expected and overlook the importance of this step.
2. Skills:  We must ensure that our technicians have the skills to act in the manner we ask of them.  Engaging in proactive discussions with customers may be uncomfortable for some of our technicians and they may lack the skills to do so effectively.
3. Perception:  We must ensure that our technicians understand why we ask them to act as we do.  Speaking to customers about our services and capabilities may be perceived as a sales task by our technicians.  They need to understand that helping our customers operate their facilities more effectively is a service, not a sale.
4. Tools and processes:  We must make certain that the technicians have the tools and are supported by our processes to do what we want them to.  When our processes do not support our technician’s efforts, they will perceive that what we are asking is not that important and quickly lose heart.
5. Motivation:  To get our technicians to enthusiastically embrace a proactive service approach, they must want to do it.  Otherwise, at best they will simply go through the motions or, at worst, not act in the manner we would like them to at all.

As mentioned above, this next and final webinar called Maintaining the Service Experience (Tuesday, February 26^th, 2013), will focus on our role as managers to motivate and support our technicians to create and maintain momentum for change.

For more information on this last webinar in the Transforming the Service Experience Series, click the link below:

Tuesday, February 26^th: Maintaining the Service Experience

Note: This webinar is open to everyone.  Non CMCEF members are welcome to attend.  The webinar will commence at 11:00 AM EST and is scheduled to be one hour in length.

Once you’ve attended the webinars, I would love your feedback! And as always, please feel free to leave a link back to your own blog if you have one via the commentluv feature here on the site. If you are reading this blog post via email, you will need to locate this post on my website by clicking here. Scroll down to the bottom of the page where you will find the comment section.

Until next time,

Jim