by Donald B. Stephens | Jan. 26, 2017 | Mobile & Tech
Editor’s note: Donald B. Stephens is a senior customer service engineer with the Xerox Corporation. He has worked in field service for more than 30 years. If you follow technology news, you’re aware that a monkey-wrench has recently been thrown at the Internet... Read more
by Donald B. Stephens | Nov. 3, 2016 | Mobile & Tech
The aging field service workforce is a concern for many companies. Retirement strips the field of knowledge and experience that is difficult to be quantified — or replaced. Customer satisfaction can take a hit when inexperienced technicians, who are unfamiliar with... Read more
by Donald B. Stephens | Oct. 6, 2016 | Field Service
Editor’s note: Donald B. Stephens is a senior customer service engineer with the Xerox Corporation. He has worked in field service for more than 30 years. In the debate about whether it’s healthy to allow employees to vent, Stephens reminds managers that... Read more
by Donald B. Stephens | Aug. 19, 2016 | Strategy & Leadership
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. Competition in the workplace might be unavoidable — but, as Stephens explains below, service managers can put it to work for good or ill. Business leaders... Read more
by Donald B. Stephens | May. 26, 2016 | Strategy & Leadership
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. As he knows well, even the best-intentioned management strategies can have negative aspects. Here, Stephens explains why service managers can get more out... Read more
by Donald B. Stephens | May. 13, 2016 | Strategy & Leadership
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. Below, he explains what service managers can learn from their field employees’ grumblings. Stephens will be a featured speaker at Field Service Fall... Read more
by Donald B. Stephens | Apr. 7, 2016 | Mobile & Tech
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. Below, the veteran tech explains how field service managers can get the productivity benefits that new technologies promise — without the distraction... Read more
by Donald B. Stephens | Mar. 14, 2016 | Mobile & Tech
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. Below, the veteran tech explains how to keep service techs motivated as they adjust to the switch from territory-based dispatching — and their pride in... Read more
by Donald B. Stephens | Feb. 23, 2016 | Field Service
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. Below, the veteran tech explains why in-the-field techs need the right tools — and, as importantly, sufficient time — to do their jobs. (One trick: limit... Read more
by Donald B. Stephens | Feb. 5, 2016 | Strategy & Leadership
Editor’s note: Donald B. Stephens is a 30-year senior customer service engineer with the Xerox Corporation. Below, the veteran tech explains how service leaders can use a personal touch to help employees avoid that toxic workplace condition: burnout. Do you... Read more
