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Meet The Author
Jim Baston
Jim Baston is Founder and President of BBA Consulting Group Inc. He is a highly sought after consultant and trainer, and has worked with thousands of field service professionals and their management teams from a cross section of industries. He has a passion for helping technical service companies develop and implement strategies to transform field personnel from reluctant into enthusiastic promoters of their employer's products and services.
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Jim has created a popular industry program called Proactive Service, an approach that successfully engages technicians in promoting their company's services in a manner that enhances the overall customer experience.
Beyond Great Service
The Technician's Role in Proactive Business Growth
~ Author Jim Baston
Beyond GREAT SERVICE shows how any service company can achieve outstanding levels of customer satisfaction and increase sales and profitability through their service technicians. This enlightening and entertaining story follows the activities of Charlie, a service manager, as he discovers the secret of successfully engaging technicians in conversations with their customers that actually increases customer satisfaction. You will learn how Charlie works with his service team to overcome the hurdles and make these proactive conversations a reality.

"...In Beyond GREAT SERVICE, Jim shows how forward-thinking service firms can integrate the customer focus and communication skills that exceptional technicians have, into something that is right at the core and heart of the service deliverable - ultimately engaging the entire service team, and creating an outstanding and differentiated customer experience..."

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Book Format
Paperback Format
Price $21.95 + tax & shipping.
Available eBook Formats

Book Details