The largest number of customer contacts is not through salespeople, but through the technical staff on the ground. Often service technicians have to endure excruciating conflicts with customers simply because they lack the necessary understanding of the customer's point of view.
A technician who has a good relationship with customers is more likely to make mistakes than a technician who doesn’t recognize the customer’s needs correctly and acts wrongly.
Ultimately, a lot of it boils down to the question: Is your customer service really serving the customer or just serving the product? How well do the technicians represent your company?
Since service technicians tend to work in complex systems - technically as well as humanly - a "just be friendly" approach is rarely wrong, but far from sufficient. The moment of truth strikes when the technician is in a delicate situation: a mistake has happened, outages for the customer, a time delay or an upset customer.
We train key skills for these cases: actively approaching customers, mastering reasoning, de-escalating and mediating engagement. If a service technician has these skills, they will definitely save the company money in tricky situations.
It will also bring in more money if it creates greater transparency about its performance through clear mediation. It will also increase the customer's awareness of value. This is active service.
We train this in practical action with the goal of genuine customer loyalty.