Training & Education
Beyond Great Service: The Technician’s Role in Proactive Business Growth
By Anthony Capkun
June 7, 2013 – “Beyond Great Service: The Technician’s Role in Proactive Business Growth” by Jim Baston shows how any service company can achieve outstanding levels of customer satisfaction and increase sales and profitability through their service technicians.
Available in both hard copy and electronic format, the book is written for service managers and business owners, but will also appeal to service technicians themselves. “Struggling to take that leap from vendor to trusted partner? In [the book], Jim once again provides accurate insight and a workable plan that can transform your existing customer relationships into long-term partnerships, and provide prospects with a unique value proposition,” says Steve Horwood, business development manager, Southwest Ontario, of Black & McDonald Ltd. Jim Baston has worked with, and trained, more than 2000 service technicians in a range of service industries.