Cookies must be enabled to use this web application.

To allow this site to use cookies, use the steps that apply to your browser below. If your browser is not listed below, or if you have any questions regarding this site, please contact us.

Microsoft Internet Explorer
  • 1. Select "Internet Options" from the Tools menu.
  • 2. Click on the "Privacy" tab.
  • 3. Click the "Default" button.
  • 4. Click "OK" to save changes.
Chrome Chrome
  • 1. Click the "Spanner" icon in the top right of the browser.
  • 2. Click Options and change to the "Under the Hood" tab.
  • 3. Scroll down until you see "Cookie settings:".
  • 4. Set this to "Allow all cookies".
Firefox Firefox
  • 1. Go to the "Tools" menu and select "Options".
  • 2. Click the "Privacy" icon on the top of the window.
  • 3. Click on the "Cookies" tab.
  • 4. Check the box corresponding to "Allow sites to set Cookies.
  • 5. Click "OK" to save changes.
Opera Opera
  • 1. Click on the "Tools" menu and then click Preferences.
  • 2. Change to the Advanced tab, and to the cookie section.
  • 3. Select "Accept cookies only from the site I visit" or "Accept cookies".
  • 4. Ensure "Delete new cookies when exiting Opera" is not ticked.
  • 5. Click OK.
Netscape and Mozilla Suite Netscape and Mozilla Suite
  • 1. Select "Preferences" from the Edit menu.
  • 2. Click on the arrow next to "Privacy & Security".
  • 3. Under "Privacy & Security" select "Cookies".
  • 4. Select "Enable all cookies".
  • 5. Click "OK" to save changes.
Safari Safari
  • 1. Click on the "Cog" icon in Safari.
  • 2. Click Preferences.
  • 3. Change to the Security tab.
  • 4. Select "Only from sites I visit" or "Allow".
  • 5. Close the dialog using the cross.
Book Image Not Available Book Image Not Available
Book details
  • SubGenre:Business Communication / General
  • Language:English
  • Pages:126
  • eBook ISBN:9780986858284

Beyond Great Service

The Technician's Role in Proactive Business Growth

by Jim Baston

Book Image Not Available Book Image Not Available
In Beyond GREAT SERVICE, Jim shows how forward-thinking service firms can integrate the customer focus and communication skills that exceptional technicians have, into something that is right at the core and heart of the service deliverable - ultimately engaging the entire service team, and creating an outstanding and differentiated customer experience. This is not a quick-fix book with a laundry list of well-worn ideas for service managers. Jim clearly understands the psyche of the service technician and grasps the challenges that have caused many firms to struggle. This includes the significant obstacle of getting the technician team on board, while convincing them you’re not trying to transform them into salespeople. It’s a fresh approach that will dramatically change how we define exceptional service and deliver a unique and valued customer experience. Beyond GREAT SERVICE offers up very practical approaches to ensure success, and should be required reading for every business owner and service manager.
In Beyond GREAT SERVICE, Jim shows how forward-thinking service firms can integrate the customer focus and communication skills that exceptional technicians have, into something that is right at the core and heart of the service deliverable - ultimately engaging the entire service team, and creating an outstanding and differentiated customer experience. The field service technician provides a logical way for companies to grow their businesses. Who better than the tech to discuss a company’s capabilities with the customer? They have the customer’s trust and, more importantly, have access to the decision-maker or major influencer that is often difficult for a salesperson to obtain. What’s more, some technicians are incredibly accomplished at doing just that. I can’t count the number of times I have been part of conversations where service managers lament that they can’t get all of their techs to “sell” like Jack (or Jill or Peter, etc.). They correctly point out that all of their revenue problems would be solved if only the rest of their techs could “sell” like them. As the above example suggests, the challenge comes when the service manager tries to transfer the success of a few technicians who are exceptional at selling to the field service team as a whole. The logical approach is to equip field service technicians with the skills they will need to sell their services, and then set them loose on their customer base. If Jack can do it, then why can’t the rest? Often some sort of sales training is involved and, in many cases, an incentive plan is implemented. Experience shows that despite the time and resources dedicated to these efforts, most companies are disappointed with the results and often give up. And this is not limited to one particular industry, but can be seen time and again in technical trades across North America. I believe the reason that more service companies do not succeed at engaging their field technicians in selling is that, those technicians who are so good at bringing in new business are not selling at all. In most cases, those exceptional technicians who are instrumental in bringing in new business do not see themselves as selling—they regard their activities as serving. It’s not surprising to note that these same technicians, who are so good at bringing in new business, also seem to have the highest customer satisfaction scores. This brings us to the underlying dilemma; many service companies look at the issue as sales related when in reality it is a service problem. This book is about teaching technicians how to serve and how that service will bring in added revenues, AND also create an extraordinary experience that drives increased customer satisfaction and retention. Although it is written as a fictional account, it is based on my years inside the business, as well as my time consulting to companies of all descriptions and thousands of technicians across a wide range of technical trades. The storyline addresses the hurdles that can frustrate attempts to implement a service culture of this nature and what can be done to overcome them.
About the author
Jim Baston is President of BBA Consulting Group Inc., a consulting and training firm located in Ontario, Canada. Since founding BBA Consulting Group in 2001, Jim has focused his attention on helping technical service companies develop and implement strategies to reap the windfall profits that are trapped in their existing business development resources. As a key component of his company’s offering, Jim spearheaded the development of a service initiative called Proactive Service® to successfully engage field service technicians more actively in business development activities. He has worked with service firms across North America to help them develop the systems and focus to create a successful program. Jim has worked with and trained more than 2,000 service technicians in a broad range of service industries. Jim has also developed and delivered a workshop specifically for Service Managers called Coaching the Proactive Service® Team. This program is designed to help field service managers reinforce and support the skills necessary for their technicians to be more proactive in business development activities. Jim holds an MBA from the University of Toronto, and has lectured on marketing management and strategic planning at Seneca College in Toronto. Jim has achieved the recognition as a Certified Management Consultant (CMC) and is a member of the Canadian Association of Management Consultants and the Canadian Society for Training and Development.
Thanks for submitting a review!

Your review will need to be approved by the author before being posted.

See Inside
Front Cover

Loading book cover...

Book Image Not Available Book Image Not Available
Session Expiration WarningYour session is due to expire.

Your online session is due to expire shortly.
Would you like to extend your session and remain logged in?

Session Expired

Your session has expired.We're sorry, but your online session has expired.
Please log back into your account to continue.

This site uses cookies. Continuing to use this site without changing your cookie settings means that you consent to those cookies to enhance site navigation and the overall user experience. Learn more about our privacy policy or learn more about how to turn off cookies.