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42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty Paperback – May 10, 2013
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Top Customer Reviews
There are many tips from executives in large companies like Cisco and General Electric that will help readers think bigger when it comes to field service. So many topics are covered in this book that it will make your head spin: procurement, mergers and acquisitions, counterfeit parts, maintenance contracts, trunk inventories, dealing with international staff and more. The information is broken down into bite sized chunks that are easy to digest.
My favorite rule was #4 "Form Customer Advisory Boards to Build Loyalty". The time to get customer input is before a crisis happens. The authors recommend that you invite your top 20% of customers in terms of revenue and find out what they want and what they need. This ties in nicely with a later chapter that discusses customer surveys and feedback.
If your company provides field service to customers then you absolutely must read this book and buy it in bulk for your employees. Smart readers will recognize that they can take the material in this book and create a training program for employees that will catapult their field service above and beyond their competitors.
Most Recent Customer Reviews
Very clear language. Contains several tips for Field Service Managers especially for those who came from technical positions.
Definitely will recommend.
Pretty simple stuff, but really does a good job of putting it down in black and white what service companies need to be doing well.Published on February 6, 2014 by MMM
I thought the authors Rosemary Coates and Jim Reily did an exceptional job defining real solutions to the complexities of the day to day challenges of a field service organization. Read morePublished on January 20, 2014 by Sandra Montalbano
I highly recommend this book for some one looking for ways to improve their Field service operations. Read morePublished on July 26, 2013 by Ed