Episode 93: Service Before Sales - Teaching Techs to Problem Solve
How often are service techs confronted with customer leads that they don’t know how to handle?
Kelcey Summers, President at Service Business Evolution (SBE), and Will Smith, VP of Coaching & Training at SBE, contend that the issue isn’t lack of know-how but the absence of training.
By coaching technicians to work with customers to solve problems rather than push sales, Kelcey and Will believe that businesses will see positive returns on their bottom lines.
Join us as we discuss:
- Why the founder of SBE felt a need to aid technicians through coaching
- How positive reinforcement management can empower technicians
- The culture and ethics behind bridging the customer service gap
- The dichotomy of problem-solving versus product sales
Check out these resources we mentioned during the podcast:
Help ServiceTitan support St. Jude Children's Hospital when you submit a referral:Â https://refer.servicetitan.com/
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