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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Publisher's Note
"Jim's attention to detail and fascinating gift of story-telling to teach a powerful and much-needed message is ingenious. It's rare to find in one person all the qualities that Jim Baston possesses; and it's obvious he knows his stuff. Although written specifically for the service industry, Beyond GREAT SERVICE is an excellent read for all of us who care about both the bottom line and great business relations for life. Highly professional and committed to excellence! As publisher and editor of Beyond GREAT SERVICE, it was an honour to be a part of bringing this work to life, and I'm sure there's much more to come from Jim Baston of BBA Consulting Group Inc, so stay tuned!"
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