By Dean Landers, Landers Appliance The evolution of appliance repair has been dramatic in my lifetime. When I broke into the industry in the mid 70’s there were four primary brands of washing machines on the market. Whirlpool had their famed belt drive model, Maytag had their Dependable Care 2 belt design, GE had the …
UASA’s Regional Service training Program teaches everything but attitude. By Paul Mac Donald, UASA Executive Director On a recent Air Canada flight from Toronto to Vancouver, I had an interesting exchange with the In-Charge Flight Attendant, a young man named Kirk Horsman. I was complimenting him on the excellent service he and his team were …
By Tara Rahe, Nationwide Inbound Customers have become much savvier over the years. They feel that if you aren’t going to at least meet their basic expectations, your competitor will. A recent Right Now study was conducted and discovered these three ways businesses are falling short on customer expectations. The company was unavailable 58% of …
By Nancy Friedman, The Telephone Doctor, 2015 ASTI Keynote Speaker A short, but ongoing course. Are you really engaged? Do you and your staff really know how to engage and interact with the customers? Do they even know what it means?. Seems as though every year there’s a “new” word in Customer Service. And this …
By Paul Mac Donald, Executive Director, United Servicers Association Service efficiency can be defined in many terms. Increased efficiency can mean more calls. Increased calls can mean more revenue. More revenue with fixed costs of a service department means more profits. Profits: excess of revenues over outlays and expenses in a business enterprise over a …
Service Efficiency and First Call Completes, Part 1 Read More »
www.nationwideinbound.com Nationwide Inbound has been serving clients of all sizes since 1997. From day one our goal and driving force has been to assist businesses in providing their clients with the highest quality of customer support. Our experience provides us with unique insight and abilities to offer the most cost effective and efficient services! Our …
Takes to the road this coming September, October and November. These are very exciting times to be involved in the appliance service industry. Technology is changing at a rapid pace and is opening up a wide variety of opportunities. The United Servicers Association is energetically focused on helping its members and the entire service industry …
United Servicers 2014 Regional Service Training Institute Read More »
By Paul Mac Donald, UASA Executive Director Customer service is all about solving someone else’s problems. It’s the start of a relationship that can last for a long time with recurring experiences driving revenues, profits and employment longevity. It all starts with the customer service representative that answers the phone; the CSR. A CSR is …
By Doug Rogers President of Mr. Appliance Take a step back and think about the mix of warranty vs. C.O.D. calls in your business. Are the majority of your service calls warranty or C.O.D.? Of course, depending on the stage and other environmental factors affecting your business, the optimum percentage of each will vary. Here …
By Paul Mac Donald While there are many extreme sports that are showcased in the Olympics, Customer Service is not one of them. Customer service is the cornerstone of building a successful business. The easiest, fastest and most profitable way to grow your business is through “great” service. Extreme customer service is about exceeding expectations …
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