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Face-to-Face: 7 Ways to Improve Customer Service with Video

If a picture’s worth a thousand words, how many instruction manuals and FAQ web pages could be replaced by simple visuals? Now that field service operators have access to mobile tools, they’re taking advantage of video capabilities during installations,   Continue reading

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Weekly Must Reads: The Creative Flair Behind Great Service

Don’t miss this week’s must-read field service management stories.

Ritz-Carlton’s employees are encouraged to spend $2,000 to make customers happy — but throwing heaps of money at a problem isn’t always the best solution. Two Ritz employees show that thoughtful,   Continue reading

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Weekly Must Reads: Addressing the Aging Field Service Workforce

The top stories from the field this week.  

How Will The Industry Change As Field Service Workers Age?

“As technology continues to evolve at a rapid pace these sectors offers the opportunity to develop and exploit emerging technologies such as   Continue reading

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Shep Hyken: 8 Customer Service Resolutions for 2015

It’s a new year. As we kick off 2015, I thought I would share some of my favorite customer service tips. So, here are 15 customer service tips for 2015.

Get back to the basics of customer service. Be polite  Continue reading
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Inside Dell’s Customer Command Center

When software crashes or servers go haywire, customers dread having to make that call for help. Too often customer service calls involve long wait times, numerous transfers and drawn-out solutions. Thankfully, customer command centers of the future are looking to   Continue reading

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Field Service 2014: Year in Review

From new mobile technologies and the emerging Internet of Things to a big dose of Big Data and new business models centered on customer service, 2014 was an eventful year in field service. At the heart of it all, managers and techs   Continue reading

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Don’t Overlook Google as Knowledge Management Tool

When people need to find information or answer a question, whether personal or work-related, today’s first stop is often the Internet. That instinct holds true for field service technicians, too, as answers are a Google search away on a technician’s   Continue reading

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Staying Ahead of Customer Problems in the Connected Device Era

It’s 3 a.m. one night during the holiday break, and a problem with a crucial piece of equipment escalates at an important customer’s warehouse.

Not long ago, this would have been a three-alarm crisis for the manufacturer, service provider and   Continue reading

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Weekly Must-Reads: Top Field Service Complaint? Low First-Time Fix Rates

This week’s top stories from the field.

Inept Service (Still) Surest Way to Anger Customers

“Average first-time fixes have stayed constant over the previous 12 months of our research. Last year, our research showed first-time fix rates in the mid   Continue reading

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Resolve to Find the Path Toward Successful Service Transformation

The following article from Field Service News editor Kris Oldland originally appeared on Field Service News and is republished here with permission.

You may or may not have spotted it, but in my series of features for Field Service News   Continue reading

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Winter Storms Are No Match for New Utility Microgrid

For the Village of Potsdam, NY, power outages from ice storms are the norm. In the town of about 20,000 near the Canadian border, winter weather regularly damages utility lines and other above-ground power infrastructure. That’s why GE has teamed   Continue reading

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Weekly Must-Reads: UPS, FedEx Hit the Holiday Delivery Mark

The top stories from the field this week.

Holiday Season’s Biggest Service Challenge? Gift Delivery

“FedEx notched a 91 percent on-time delivery rate, compared to 83 percent in the same week last year. UPS achieved a 95 percent on-time rate,   Continue reading

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Field Service Gift Guide: 8 Ideas That Every Service Tech Will Love

The holidays are a time for giving, selflessness and showing customers and employees some love. A set of steak knives or a thoughtful card might do the trick for customers, but technicians deserve a token of thanks for their hard   Continue reading

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3 Critical Skills Modern Service Techs Must Master

It’s a brave new world for service technicians. They’re using iPhones and tablets to manage their daily workloads, some are driving cool hybrid vans and even the equipment they fix can talk to them and tell them what’s wrong. Beyond   Continue reading

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Weekly Must-Reads: Great Service Depends on Getting Personal with Customers

The top stories this week from the field.

Don’t Be Afraid to Get Personal With Customers

“Another aspect of personalized interaction is the human touch. Gartner’s Michael Moaz points out in a recent blog that when it comes to interacting   Continue reading

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Give Customers a Great ‘Pre-Experience’ Gift this Holiday Season

In almost every one of my speeches, I talk about the value of showing appreciation. It can be in the form of a thank you note, an email, a phone call — even a text. It’s simply letting someone else   Continue reading

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Is Culture the Missing Link to Great Knowledge Sharing in Field Service?

For service leaders, knowledge sharing is a top — and urgent — priority. One reason? Older technicians are nearing retirement, and executives need to capture every morsel of those seasoned technicians’ know-how before it’s too late. Another reason is that   Continue reading

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To Increase Service Revenues, GE Puts Wind Turbine Data to Work

General Electric is tapping a new source of revenue for its wind energy business: data. The company is betting big on the emergence of connected devices — GE calls the trend the “Industrial Internet” — to open up new money-making   Continue reading

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Measuring Your Way To Greater Service Delivery Performance

Based both on the topline findings of Strategies For Growth’s 2014 Field Service Management Benchmark Survey and follow-up research, it is not surprising that the field services community recognizes it will need to increase its investments in new technologies and   Continue reading

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Comcast Tests New Rate-A-Tech Mobile App

The top stories from the field this week.

App Gives Customers 30-Minute Arrival Alert

Cable is the most-hated industry in the U.S., and companies like Comcast haven’t done much recently to help their cause. Remember Comcast’s embarrassing customer service fail   Continue reading