What Comcast Has Taught Us about Customer Service This Week | ServicePower | Innovating Field Service
Customer service should never be regarded as a boxing match between the service organization and its customers so let’s start by introducing today's opponents.  In the red corner we have Comcast. And in the blue corner we have a customer who's calling to terminate their service… A recorded part of the phone call between the customer and Comcast’s argumentative and belligerent customer service representative went viral earlier this week. Throughout the last eight minutes of the conversation – which is the part that the customer recorded – the customer service representative continually questioned the customer to clarify why he was cancelling, until the customer finally ceded. Let's put this into some additional context: the customer has a right to cancel their contract for any reason whatsoever but in this situation, Comcast’s representative was essentially pushing the customer to justify their rightful decision when the customer isn't actually obligated to elaborate.

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Hospitality and Field Service – A Match Made in Heaven? | ServicePower | Innovating Field Service
As the CEO of a global software company, travel naturally comes with the job. And with extensive travel comes extensive experience with the hospitality industry. In my travels, both for business and leisure, I have been

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The World Isn’t Static So Your Service Organization Shouldn’t Be Either | ServicePower | Innovating Field Service
The world is constantly changing, moving, and growing at exponential speeds. You see it in the constant release of new technology, an ever-shifting political environment, changing consumer trends, and more. The most successful organizations therefore adapt and grow with the environment around them, just like Starbucks has.

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Four Traits Every Field Technician Should Have | ServicePower | Innovating Field Service
There is no doubt that the culture you create at your organization is what drives your employees to excellence, particularly when it comes to delivering the best customer service. But creating a powerful, effective culture starts with the hiring process. And hiring the right field technicians to be the heart of your organization is essential to your success. Let’s start by examining the role of a field technician.

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Proactive Service Is the Real Future of Field Service | ServicePower | Innovating Field Service
Field service has always taken a reactive approach to addressing issues and garnering customers. When a customer needs electricity or cable or an appliance needs servicing, they are expected to reach out and contact the respective company. The same goes for if something goes wrong. In order for an organization to fully optimize their workforce, an essential for ensuring higher profit margins and larger competitive edge, they look to increase efficiencies and reduce costs. But there is a ceiling to how much you can improve your efficiency if your system is completely based on a reactive approach.

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