Storyboarding Great Customer Service

Storyboarding Great Customer Service

When does a repair call begin? Is it when a customer picks up the phone to dial customer support? Or is it when they first buy the product? Or does the service call actually start much earlier, when a customer first encounters your brand? For that matter, when does it...
Is There a Right Time to Fire a Customer?

Is There a Right Time to Fire a Customer?

For field service organizations, time is the most precious resource. There are only a certain number of technicians to serve customers and generate revenue, and a finite amount of hours in a week to do it in. So, when a client is abusive to your staff, fails to pay on...
Fine Tuning Field Service Velocity

Fine Tuning Field Service Velocity

Kevin Benedict, a mobility blogger for Sys-Con Media, posted an interesting, short video about what he calls “field service velocity.” Basically, it’s an abstract term for how well an organization can coordinate the various competing factors needed...