The rise of social media allows customers to quickly and widely publicize a company’s failure on the customer service front.
So how does an organization know what to do if they fail? Here are six articles that discuss customer service success tactics and how to avoid failures. Read more.
Customer expectations are on the rise, but this trend has opened up new opportunities for the service industry – from letting the customer set their own expectations, to helping service technicians become brand ambassadors.
But always be sure to communicate the value of your service and be a business partner to the customer. Read more.
An extended-service can be defined as “a B2B standard or customized agreement, bundled as a portfolio of services, engaged in the maintenance management of specified machines for a defined period, at a fixed fee, with entitlement assurances.”
This article explains eight key solutions that are driving the B2B extended-services marketplace, and why enterprises should strive to have at least 75 percent of the machines they supply be engaged in an extended-service agreement. Read more.
Technicians play an important role in the sales process, but can they be sales people?
This topic was debated recently at WBR’s Field Service USA 2017 Conference, where four leaders in the Field Service Industry gave their arguments – two for, and two against – regarding whether technicians should sell to customers. Read more.