5 Ways to Grow a Culture of Customer Loyalty
I’m a little behind in my industry periodicals reading. (I don’t suppose you can identify with that.) Anyway, I came across an interesting article in the May 2010 issue of ASTD Training & Development magazine by Barbara Carnes called “Manager: The Forgotten Training Partner.” I had to laugh when she described a “typical scenario” about a manager approaching learning and development for help with some training. After the “usual discussions about outcomes” the L&D person suggested a training plan to which the manager replied, “Can you do it in less time?” Hey, that happened to me! I cringed in recognition when she suggested that the real message behind that question was something closer to “Can’t we just get it over with?” I can’t blame a manager for saying that. Time is precious and if I don’t understand the value of something I’m unlikely to lend my support or give up my time (at least not without a lot of whining and excuses) to participate.
Archive for the ‘field service’ CategoryIs It Fixed Yet? — Managing Customer Expectations for Technical SupportJune 15th, 2010 by Monica Postell“Are we there yet?” “Are we there yet?” “Are we there yet?” Do kids still say that? I sometimes think the adult version of that old anthem is “Is it fixed yet?” Technical Support and Customer Service — The Perfect Service MashupJune 2nd, 2010 by Monica Postell“What’s that odd noise? That’s not how my car/hard drive/dishwasher/printer usually sounds.” “Hey, what’s going on. My screen’s all blue!!” What I Learned About Field Service TodayMay 20th, 2010 by Monica PostellI live in a beautiful south Florida beach town, but before you start sending me mental daggers, take note that it’s mid May which means mid to upper 80’s with daily tropical thunderstorms pumping up the humidity. Naturally, it’s time for my HVAC unit to die. I’ve had field service technicians out three times in the last month to fix freon leaks so I knew what was coming. The unit was nine or ten years old which in Florida A/C years is like being 90 and still playing golf every day.       |
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