The Customer-Centric Edge: Executive's Guide To Superior Field Service

We executives have a poor memory for pain. As we move up the corporate ladder, farther and farther from the hot stove of the front lines, we forget that armed only with our technical wits, good intentions, and vague admonitions such as “The customer is always right!”, we struggled mightily to solve problems, and even when we did, we were often left with the feeling that  the customer still wasn’t satisfied and the lingering disappointment of a strained personal relationship that would stick with us sometimes for days or weeks.

Thankfully, relief in the form of soft skills relationship training is coming into its own. And yet even in the most modern customer-centric organizations, the stove is getting hotter at the front lines, and so we ask… Why are soft skills more important today than ever before? What are the potential returns from investing in the development of soft skills? How can you be confident that soft skills relationship training sticks and has a lasting impact?

If you’re a manager, supervisor, or team leader responsible for attracting, developing, and retaining talent, knowing the answer to these questions could mean the difference between success and failure. For executives at manufacturing and service companies, a key question is: How can I create a strategic competitive advantage with my organization?

Fortunately, we’re here to help.

This eBook provides practical information, examples, and ideas to managers and employees of field service organizations concerned about the increasing lack of soft skills among their people and the impact it has on their people’s success and on the success of their organization. We do this by describing how technology companies have leveraged the new soft skills of their technical service people to deliver results in these areas, and providing examples of such tools.