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Psych 101: What Every Field Service Pro Should Know for Better Customer Communication

Field service professionals — from executives in the corner office to the technicians in the field — know that customer service is a big part of the profession. To deliver great customer service, service pros need the right mix of  Continue reading

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As Tech Races Ahead, Service Skills Must Keep Up

From Tesla’s electric cars to Siemens’ MRI machines, high-tech devices gather all kinds of data to indicate equipment health. Is the equipment running out of capacity? Is it low on fuel? Is there a problem with the disk drive? All  Continue reading

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The Race to Create a Common Language for Connected Devices

The trend toward connected machines, everything from power plants to home appliances, will no doubt have profound effects on the field service industry. Cisco estimates that there will be 50 billion intelligent, Internet-connected devices by 2020. What this connectivity will  Continue reading

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Invisible Teams: How a Lack of Employee Recognition Is Killing Your Organization

When research on the negative effects of workplace bullying revealed that certain forms of harassment had become a workplace norm, no one was particularly surprised. Satire in movies and television have been parodying the micromanager and tough-guy coworker for ages.  Continue reading

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On the Road and Never Alone: Companies Track Worker Data to Improve Performance

When Bill Earle started driving UPS trucks 20 years ago, he delivered about 90 packages on a typical workday. Today Earle says that he makes roughly 120 deliveries each day, not because he works more hours or has a faster  Continue reading

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Marketers: Give Your Company a Human Face

Traditional marketing was used to get customers “in the door.” But today’s marketing keeps customers coming back. It’s more than a marketing message; it’s a marketing experience. Service professionals such as field service technicians represent the human face of a  Continue reading

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The Secret to Building a Team of Problem Solvers: Q&A With Videojet Technologies

How can an organization with a large, on-the-road workforce integrate learning and development into their team’s day-to-day goals? If team members spend more time behind the wheel than behind their desks, field service leaders can find it difficult to organize  Continue reading

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Social Learning: 3 Tips to Help Employees Share Knowledge

Learning and training continue to be hot button issues for field service organizations, which is why executives are turning to social media as a collaborative platform for techs and managers to share their knowledge. In an effort to share more expertise,  Continue reading

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The Blurred Line Between Service and Product: This Week in the Field

Fast-changing technology trends, the Internet of Things chief among them, are making it harder to distinguish between products and services. Behind it all is an increasing desire among business leaders to turn a profit from their service divisions. These days,  Continue reading

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For Exceptional Service Culture, Execs Need the Courage to Be Bad: Q&A With Harvard’s Frances Frei

Business executives juggle a lot of responsibilities, from pleasing customers and engaging employees to watching the bottom line. And with so many moving parts and competing priorities, something’s bound to give. Too often, what suffers is the quality of service  Continue reading

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Knowledge Management: 3 Ways for Execs to Increase Accessibility

Like employers in many industries, field service organizations are searching for talented employees, but they’re struggling to hire qualified candidates. More than half of companies have open positions for which they can’t find capable talent to fill, according to a  Continue reading

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How Data Draws GE Closer to Its Customers: This Week in the Field

The era of Big Data is upon the field service industry, driven by Internet-connected machines that are packed with sensors that record and transmit data. Cisco estimates that there will be 50 billion such intelligent devices connected by 2020, from  Continue reading

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How Executives Can Foster Feedback About Team Performance

Field managers often evaluate employees in annual or quarterly reviews, but executives should be giving feedback to managers and field techs about team performance, too.
When teams work well together, they deliver better customer service and are happier employees. While  Continue reading

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With Emphasis on Technology, Kodak Alaris Sets Sights on New Era of Service

The 21st century has been a tumultuous time for the photography industry. With film giving way to digital cameras that have then been crammed into seemingly every mobile device, many once-booming companies are falling by the wayside. For the iconic Eastman  Continue reading

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Forget the SLA: A Simple, Free Giveaway Can Earn You a Customer for Life

Service contracts can be an important source of revenue, but organizations should also consider what they can give away to customers — for free. Sometimes one of the greatest ways to provide great customer service is to give something of  Continue reading

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Service Fit for a VIP at the World Cup: This Week in the Field

The World Cup kicked off this week in Brazil, offering another reminder of field service’s importance. The work of people in the field, after all, makes the action on the field possible. Here’s a look at how jet manufacturers are providing “A-list”  Continue reading

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Eyes on the Road: 5 Technologies to Improve Techs’ Time Behind the Wheel

Whether or not field service managers log countless hours on the road, chances are they’re managing techs who do. Traffic, weather and accidents on highways all affect how and when techs get their jobs done. And while innovations in driverless  Continue reading

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How the C-Suite Can Prepare for a Connected Future

As the number of connected devices grows, it’s becoming increasingly important for field service organizations to understand how these devices are affecting overall business performance and strategy. Field techs love to carry the newest gadgets, whether that’s a smartphone-controlled drone  Continue reading

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Field Service Organizations: What It Takes to Go Global

Field service managers who head global service organizations often have to make the tough call — do you send your local people abroad every time there is a service call or is there an easier solution? Important details such as service  Continue reading

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To Boost Customer Loyalty, Virgin Media Starts at the Field Level: This Week in the Field

Service departments, under increasing pressure to drive revenue, meet that challenge by improving customer loyalty. Here’s a look at one UK telecommunication provider’s successful strategy that turns happy techs into happy customers, plus other news this week from the field:  Continue reading