image

Don’t Blur the Line Between Customer and Friend

Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. In this guest post, he shares a few things he learned the hard way during his time on the field. 

Early in my career, I had   Continue reading

image

Service Leaders Can’t Punt on Data Security: Q&A with Polycom’s Jeffrey Babe

Field service organizations handle customer data on a daily basis. As a result of increased adoption of mobile, cloud and connected technologies, the volume of that data is increasing every day. These technologies help companies improve service performance, but   Continue reading

image

How Healthy is Your Services Portfolio? Now’s the Time for a Checkup

After a while, even the most innovative service offerings being to lose some of their appeal, says Bill Pollock, president and principal consulting analyst at Strategies For Growth. What was initially offered as a specialized service, often without much   Continue reading

image

Weekly Must Reads: The Coming $14 Trillion Boost from Connected Tech

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

There’s plenty of buzz around the Internet of Things and connected technology, but many questions remain about how this new wave of technology will work in practice. A recent report from   Continue reading

image

Field Service Reading List: How Real Companies Succeed with Social Media

The following post is about a new book describing how industry leaders like Cisco, Adobe and others build successful social business programs. The book, “How Companies Succeed in Social Business,” was written by the TSIA’s former director of   Continue reading

image

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

image

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

image

The Service Council: 8 Surprising Field Service Trends for 2015

By Sumair Dutta

The Service Council, with the aid of the SmartVan community, surveyed more than 180 service and manufacturing organizations on the state of their field service businesses and priorities for 2015. We are still compiling the findings   Continue reading

image

5 Ways for Field Service Pros to Keep Customer Data Secure

The recent Sony hacking case showed that employees are often at the heart of corporate security threats. In the motion picture company’s case, hackers accessed private emails, executive salary details and employee Social Security numbers, among other sensitive information.

While   Continue reading

image

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

image

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
image

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

image

5 Tips For Choosing Field Service Management Software in 2015

Cloud and mobile technologies are transforming the way we live and work. And for field service managers looking to optimize processes and deliver stellar customer service, these innovations are especially transformative. Research firm Gartner’s recently released Magic Quadrant for Field   Continue reading

image

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

image

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

image

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

image

Santa Claus: The Ultimate Service Tech [INFOGRAPHIC]

Santa Claus isn’t just a glorified delivery man. He’s CEO of the world’s largest and most complex field service company — and a true believer in the power of technology to get the job done. He uses cloud-based services, smartphones   Continue reading

image

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

image

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

image

Home Foreclosures Employ a Slew of Service Technicians

When the market went bust beginning in 2007, many people lost it all — including their homes. The number of home foreclosures now owned by banks following the recession has been staggering (around 4.4 million completed foreclosures by 2013).   Continue reading