Providing Professional Advice, an Introduction for Service Technicians

The Service Technician is being challenged. For quite some time now, it has not been enough in the service business for a technician to only have technical competencies. A wide range of communicative and commercial knowledge and skills are absolutely vital now.

I am not a salesperson!

Service technicians often raise that objection when they are asked to talk to the customer – to talk about something other than maintenance services or solving the malfunction, with the additional purpose of deepening the customer relationship. To transform customer satisfaction into customer loyalty. A talk that confirms to the customer that clearly shows that the technician understands their needs and is listening to their preferences. That approach and focused attention can lead to a new and/or additional order, an extended order, a long-term service contract, a modification or replacement. That will lead to a durable relationship that will benefit both parties.

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