by Derek Korte | May 4, 2012 | Field Service Spotlight
When a service tech shows up at your door or office to make a repair, whether it’s a cable box, a printer, or a piece of medical device equipment, they usually pull up in a company van, wearing the company colors. But there’s another side of service that’s...
by Corey Lewis | May 3, 2012 | Customer Experience
Are we entering the era of the customer-run business? Well, no, not literally. But it was clear from a good number of discussions and talks at the Service Council Executive Symposium, which concluded Wednesday, that businesses are just now starting to understand the...
by Darren Weiss | May 3, 2012 | Field Service Spotlight
We’ve all seen those houses with 15 different satellite dishes sticking out from every angle. While neighborhood associations and citizen groups have long complained about the eyesore that the clunky dishes present, little has been done in the way of cleaning up...
by Corey Lewis | May 2, 2012 | Strategy & Leadership
Stu Reed has a lot to keep track of. As the president of Sears Holding Corporation’s Home Services division, he runs an organization that has more than 170 million customer contacts every year, employing tens of thousands of field service techs, call center employees,...
by Ian Stewart | May 1, 2012 | Strategy & Leadership
Not every customer’s installation is going to go 100 percent smoothly. But if you’re a field service tech, or a manger, it’s worth it every once in a while to remind yourself just how damaging even one customer-service screw-up can be to your...
by Corey Lewis | May 1, 2012 | Strategy & Leadership
Just a quick reminder to our readers that the SmartVan is in Chicago this week, at the Service Council Annual Symposium. We’re going to be covering the most interesting and useful tidbits coming out of the show, so be sure to come back Wednesday and Thursday...
