View the Latest Edition of Field Service USA Here >>
Field Service USA 2014 (past event)
April 20 - 23, 2014
Omni Hotels & Resorts, San Diego, CA
Array
Main Day Three
08:00 - 08:45 Registration and Breakfast
08:45 - 08:50 Welcome Remarks
Jen Montgomery, Executive Director, Field Service
08:50 - 09:00 Chairperson's Opening Remarks
09:00 - 09:20 Topic TBD
09:20 - 09:40 People Don't Care How Much You Know, Until They Know How Much You Care: Customer Service In A Technical World
When technical issues or problems arise, it is easy to lose focus on the customer. Many of us fancy ourselves as “problem solvers” and strike quickly to resolve situations, but this sometimes comes at the expense of our customers. We have to remember that in most cases the easy part is fixing the issue; the tough part is fixing the customer. In this session, Dave discusses:
•Basic customer service principles
•Understanding your customer
•Rules for technical communications
•Engineers are people too
•Did we really fix what was broken?
•Basic customer service principles
•Understanding your customer
•Rules for technical communications
•Engineers are people too
•Did we really fix what was broken?
09:40 - 10:00 Optimizing Field Engineer's Utilization: Getting The Most Out Of Your Field Staff
10:00 - 10:20 Implementing A Successful Recruitment Program For Service Technicians
10:20 - 11:20 Morning Refreshment & Networking Break
11:20 - 11:40 Culture Trumps Strategy!
Santinelli International knows that even great corporate strategies will crumble if the culture isn’t right. Join Matt as he weighs in on Santinelli's journey to develop an effective company strategy.
11:40 - 11:00 Optimizing Field Engineer's Utilization: Getting the Most Out of Your Field Staff
11:00 - 11:20 Training Field Service Personnel For Customer Contact Soft Skills - Improving Customer Relations And Service
In this interactive session, Bill discusses the importance of customer cross-training for FS technicians, dispatchers, supervisors / managers, support staff. Key discussion points include:
•Definition of key skills; how to impart techniques; teaching methods (video, role playing, wall charts, etc)
•Advice on how Caterpillar and our dealers have worked together, and progressed on this development
•Suggested template, or plan for other companies to replicate a similar development path, for their unique industries, or customer base
•Definition of key skills; how to impart techniques; teaching methods (video, role playing, wall charts, etc)
•Advice on how Caterpillar and our dealers have worked together, and progressed on this development
•Suggested template, or plan for other companies to replicate a similar development path, for their unique industries, or customer base
