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
Most sales teams focus on closing deals and adding to their pipeline. They rely heavily on marketing programs to drive leads, but often overlook a valuable resource: intel from field Continue reading
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
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
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
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
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
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
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
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
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
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