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..."
for complete foreword.