Blog Archives

Technology’s Revolutionary Impact on the Relative Importance of Soft Skills

If you are in the service business, then you know a little bit about change. Just about everything to do with field service has been impacted by technology; and it has changed the way we do business. Technology is also

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Posted in Business, Education, Service, Uncategorized

Are You Fully Capitalizing on One of Your Most Valuable Assets?

Are you fully capitalizing on one of your most valuable assets – the knowledge and experience of your field service team?  Sure, you depend on their expertise to provide maintenance service, troubleshoot and make repairs correctly and efficiently.  But do

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Posted in Education, Management, Sales, Service Tech Training

3 Ways to Support Business Development by Your Field Service Team

More and more service organizations recognize the value their field service professionals bring when they make recommendations to their customers that will help them to be better off.  The challenge is to get the field team to embrace this business development mindset and maintain focus over the long haul. To achieve this, we would be well served by supporting business development by our field service team like any other service we provide. Here are three things we can do.

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

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

5 Tips to Help Your Field Team Deal with Customers Effectively

December is a time of year when systems and circumstance combine to create a stress-fuelled environment of tension and possible conflict. To help your field team deal with customers effectively in these stressful times, consider the following five approaches. This will help your team maintain good relations and build higher levels of trust and remind your customers why they chose to do business with you in the first place.

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Posted in Business, Consulting Services, Customer Service, Education, Management, Service Tech Training