Field Service USA 2015 (past event)
April 20 - 23, 2015
Array
Syd Briggs
General Manager
Steele-Waseca Cooperative Electric
Performance Workshop Day
Thursday, August 4th, 2016
13:10 Attaining Magical Realism In Customer Service
Today’s service organizations are faced with the challenge of taking ownership of their customers’ experience. While omni-channel interactions are helping the field meet customer time and place demands, there is higher risk for inconsistency in customers’ lasting impressions. If we evaluate service delivery through the lens of consistency and value, how would our customer experience shift? The purpose of this workshop is to assess the current “ownership state” of our service channels and determine ways to create even more value for our customers.
Understanding The Human Side Of Field Service
Tuesday, October 4th, 2016
16:35 Panel Discussion: Maintaining Growth While Meeting Customer Expectations
Increasing revenue and improving customer engagement are often opposing goals. Our panel of experts has figured out how to accomplish both by:
• Setting customer expectations that align with their demands and service realities
• Creating value for customers who are not willing to pay for the services they used to pay for
• Defining a set of products and service offerings that are attractive to customers and provide growth opportunities for the organization
• Setting customer expectations that align with their demands and service realities
• Creating value for customers who are not willing to pay for the services they used to pay for
• Defining a set of products and service offerings that are attractive to customers and provide growth opportunities for the organization