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Expert status = happier customers and higher tickets.
have you ever taken the time to think about the relationship between being an expert in your customers' homes and how that affects their buying experiences? I'm referring to not only being a technical expert, but also an expert in customer service and connection.
First, how do we define an expert? The simple definition is: someone with superior skills and knowledge within a specific area. How does a technician in our industry become an expert? This is the more complex question. Obviously, training and experience provide the foundation, but so much more is involved when we start considering how our technicians are interacting with our customers. It's critical for our technicians to demonstrate themselves as experts at every level throughout the customer experience.
"Expert status" is a label many people resist, including technicians. Many techs feel they are experts when it comes to the particular widgets they repair or replace on a daily basis. They understand which part to use, which tool to use and are able to communicate the technical terminology to the customer. Unfortunately, this is where their belief as an expert ends for many technicians. They don't necessarily view themselves as customer service experts or customer experience experts.
Being a technical expert is very important in this field in order to maintain high-quality standards and do the best job possible for our customers. We've demonstrated this for years as an industry based on the training provided by manufacturers and distributors. Check any distributor's training schedule and you're sure to...