It is not enough in today’s competitive market, to simply be a good manager, the Field Service Manager is now required to have insights into the specific demands of customers and their customer experience, subordinates, and the service business environment. The Field Service Manager course uniquely fills this need.
Service Excellence
Trusted Advisor Course
One of the greatest challenges; is increasing customer orientated behaviour in every aspect of the employee, in a consistent way. Developing Trusted Advisor competencies and strong leadership capabilities are crucial in driving this behaviour.
For this we offer a Trusted Advisor Course which is part of the global service industry standards and best practices, from highly succesful service companies from various industries around the world.
Operational Excellence - Enabling Profitable Growth in Services
Achieving Operational Excellence
Solving your challenges
Our approach in helping you achieve operational excellence. By benchmarking your service delivery performance we assist in identifying the improvement opportunities and provide insight into service industry best practices. During a „discovery‟ meeting issues are prioritised and a common vision can be defined. During the strategise‟ meeting several possible strategies will be evaluated and a roadmap will be defined.
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Outside In -The New Approach to Organise Your Business from a Customers' Perspective (Summary)
The market is now fully customer-driven. The offer of basic services isn't enough anymore. Learn how to have an 'outside-in' view from a customer perspective and how to organise your services differently to operate in a customer-driven instead of supplier-driven market
The Requirements for Success in 2011 (Summary)
As we move into 2011, with the recession still having an effect on many businesses, it is perhaps helpful to identify aspects of change and consider opportunities to build upon the new service environment, that has evolved in recent times.
Service has been the saving grace for many businesses during the recession, providing an effective source of revenue and changing focus away from service as a stand-alone offering into one with a more strategic perspective. The recovery rate after past recessions proved to be faster with product sales quickly returning to pre-recession levels, but this recession has produced an erratic, stuttering growth evident in only the last few months of 2010, resulting in a very different attitude within businesses and from customers. As a result, there has been a strong emphasis on service as a support to the whole business, even to the extent of regarding service as a product.
CRM solutions managing the customer interface through the use of real time information (Summary)
The customer interface is no longer able to be simply defined as “all customer facing activities across the business” instead it is best represented by figure 1 which highlights the reality of business relationships: the customer should be able to, and could speak to anyone they believe will help with their problem.
Operational Improvement Assessment
Many companies are continuously working to improve their service organisation; like transforming from a product into a customer driven service organisation; standardise service propositions and processes, improve effectiveness and efficiency.
Using your talented people to improve your business performance - Summary
Sometimes we take for granted what is in front of us. It is amazing that businesses do not utilise members of staff who show great skill to develop others. In this article Steve gives us some insights into how this is being achieved by some high performing companies.
Using you talented people to improve business performance - Article
Sometimes we take for granted what is in front of us. It is amazing that businesses do not utilise members of staff who show great skill to develop others. In this article Steve gives us some insights into how this is being achieved by some high performing companies.
