On Demand Webinar

3 Critical Mistakes Field and Tech Service Leaders Make—and How to Avoid Them

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Join us July 12, 2018

10:00 AM PT / 1:00 PM ET

Managing a field or technical service team has its rewards and challenges. Service leaders frequently make three mistakes - mistakes that are extremely common, yet can have a serious impact on customer loyalty. Join this session to learn ways to confront each of them:

  • Mistake #1: You hire for technical skills without considering the candidate’s desire to serve. We’ll discuss ways to zero in on and screen for all-important qualities: an innate desire to serve and relationship building soft-skills.
  • Mistake #2: You train your team to focus on fixing the customer’s technical problem without paying enough attention to the customer’s human needs. We’ll reveal the four things customers really want. Surprise! It’s not just about finding a solution to the problem at hand.
  • Mistake #3: You coach to metrics, and not behaviors. Rather than focusing only on lagging indicators, we’ll share specific behaviors that indicate service success.
If any of these mistakes sound familiar, listen to this on-demand webinar to build a practical action plan that will fast track improvement for your service team.

 

Presented By:

John Ragsdale

Distinguished Vice President of Research Service Technology, TSIA

Karen Allinder

Vice President, Customer Experience Solutions, Miller Heiman Group

Mark Grimshaw

Executive Director, Global Consultancy, Miller Heiman Group

Publish Date: July 12, 2018