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Eight Tips for Improving Field Service Productivity: Part Four

Management is the intervention of getting work done through others, so the success of the field service manager is directly linked to the performance of his team. When the team is meeting its goals, the manager receives the credit. The analogy with the manager of a football team is very apt. When the team lifts the trophy at the end of the match, the manager receives the greatest accolade even though he never set foot on the pitch.

Eight Tips for Improving Field Service Productivity: Part Three

In the last article, we highlighted how many field service managers work their way up through the ranks and learn a management style through trial and error or from their managers and their managers’ manager. In summary, management training is often informal. And yet, John Maxwell, author of The 5 Levels of Leadership, identified that one of the five key reasons that employees choose to follow a leader is because the leader has helped them to progress their career.

Eight Tips for Improving Field Service Productivity: Part Two

If managers want the team to be committed to the task then they have to use the three steps of fair process: the engagement of employees, the explanation of why the decision is what it is and clearly explaining what is expected from them as a result of that decision. If employees are shown that the company’s decision making process has been considerate of their views then they are much more likely to give their full cooperation to a decision, even when they disagree with that decision.

Eight Tips for Improving Field Service Productivity: Part One

Whilst it is often the selling point of specialist field service technology, improving productivity can also be achieved through good management. So as part of a new series from Steve Brand, Senior Consultant with field service training specialists SGSA, we look at eight key management concepts that can help you improve the productivity of your mobile workforce.

Teradata Customer Service Global Support Center Earns Tenth Consecutive Certification

SAN DIEGO, California — Teradata (NYSE: TDC), the big data analytics and marketing applications company, today announced that the Teradata Customer Service Global Support Center earned certification for the tenth consecutive year.

Service Strategies Honored for Delivering World-Class Customer Experiences

SAN DIEGO, June 4, 2015 – Service Strategies Corporation, a leading provider of service improvement programs and the administrator of the internationally recognized Service Capability & Performance (SCP) Standards, announced today that it has received the NorthFace ScoreBoard Award from Omega Management Group Corp., in recognition of providing outstanding service to its clients during 2014.

Wind River Achieves Certification Under Service Capability & Performance Standards for Ninth Consecutive Year

ALAMEDA, Calif. – May 28, 2015 – Wind River®, a global leader in delivering software for the Internet of Things (IoT), today announced that its customer support organization has achieved certification under the Service Capability & Performance (SCP) Standards for the ninth consecutive year.

Fresenius Kabi Recognized by Service Strategies for Technical Service Excellence

San Diego, CA [May 28, 2015] – Service Strategies Corp., a leading provider of service improvement programs, today announced that Fresenius Kabi, a global healthcare company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition, has achieved certification under the prestigious Service Capability & Performance (SCP) Standards for the seventh consecutive year.

Omega, Service Strategies Partner to Drive World-Class Customer Experiences

BOSTON; SAN DIEGO; April 2, 2015 – The customers and partners of Omega Management Group Corp., specialists in implementing Customer Experience Management (CEM) strategies; and Service Strategies Corp., a leading provider of service improvement programs, now have the opportunity to receive key audit services that will significantly enhance their customer experiences. This strategic partnership combines two leading consulting firms that are pioneers in the customer service industry and specialize in helping service organizations deliver world-class service performance.

Support Team Achieves Amazing 98.6% Customer Satisfaction

Congratulations to our friends at InsideView for achieving 98% customer satisfaction. They have taken the concepts taught in the SCP Career Certification courses and implemented them with great result.