Beyond Great Service
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. This is not a quick-fix book with a laundry list of well-worn ideas for service managers. Jim clearly understands the psyche of the service technician and grasps the challenges that have caused many firms to struggle. This includes the significant obstacle of getting the technician team on board, while convincing them you're not trying to transform them into salespeople. It's a fresh approach that will dramatically change how we define exceptional service and deliver a unique and valued customer experience. Beyond GREAT SERVICE offers up very practical approaches to ensure success, and should be required reading for every business owner and service manager.
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