Managing a field or technical service team has its rewards and challenges. Service leaders
frequently make three mistakes – mistakes that are extremely common, yet easily overcome. Join this
session to learn ways to confront each of them:
- Mistake #1: You hire for technical skills without considering the candidate’s desire to serve.
We’ll discuss ways to zero in on and screen for all-important qualities: an innate desire to
serve and relationship building soft-skills.
- Mistake #2: You train your team to focus on fixing the customer’s technical problem without
paying enough attention to the customer’s human needs. We’ll reveal the four things customers
really want. Surprise! It’s not just about finding a solution to the problem at hand.
- Mistake #3: You coach to metrics, and not behaviors. Rather than focusing only on lagging indicators, we’ll share specific behaviors that indicate service success.
If any of these mistakes sound familiar, join us to build a practical action plan that will
fast track improvement for your service team.