Waters gets the measure of creating value from service
Purpose – This paper aims to explain how Waters Corporation – a worldwide provider of analytical‐science solutions to health‐care, environmental, food‐safety, water‐quality and other laboratories – worked with training provider Huthwaite International to improve the knowledge and customer‐service skills of the field service team. Design/methodology/approach – The paper charts the reasons for the training, the form it took and the results it has achieved. Findings – The paper details how each engineer was given a number of customer accounts to “own”. The engineers were to bring in different expertise as needed, but should manage the service project, get to know and understand the customer and identify ways that Waters could further help them in their business. Practical implications – The paper describes how the training focused on questioning skills and on how to get explicit answers that could give a real insight into a customer's business. It also covered how to handle objections in a positive way and when and how to hand over to another specialist but still manage the customer relationship. The training was designed to show that the more a service engineer knew about a customer and his or her operations, the more value the engineer could offer, by pre‐empting problems and suggesting solutions to existing challenges. In turn Waters would gain value through having a loyal customer base that would affect future sales. Social implications – The paper shows how service teams can be led in phases from just offering the technical fix needed, to providing outstanding service, identifying opportunities and supplying the sales team with intelligence, to eventually carrying out their own sales. Originality/value – The paper highlights how a properly trained service team can build sustainable and profitable long‐term relationships.
Year of publication: |
2013
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---|---|
Published in: |
Human Resource Management International Digest. - Emerald Group Publishing Limited, ISSN 1758-7166, ZDB-ID 2082534-1. - Vol. 21.2013, 1, p. 9-11
|
Publisher: |
Emerald Group Publishing Limited |
Subject: | Customer service | Training | Customer relationships | Engineers | Organizational change | Customer service management |
Saved in:
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