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42 Rules for Superior Field Service: The Keys to Profitable Field Service and Customer Loyalty Paperback – May 10, 2013

4.9 out of 5 stars 10 customer reviews

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Product Details

  • Paperback: 142 pages
  • Publisher: Super Star Press (May 10, 2013)
  • Language: English
  • ISBN-10: 1607730707
  • ISBN-13: 978-1607730705
  • Product Dimensions: 5.5 x 0.3 x 8.5 inches
  • Shipping Weight: 8.5 ounces (View shipping rates and policies)
  • Average Customer Review: 4.9 out of 5 stars  See all reviews (10 customer reviews)
  • Amazon Best Sellers Rank: #1,083,331 in Books (See Top 100 in Books)

Customer Reviews

Top Customer Reviews

By Bonnie Jo Davis VINE VOICE on July 10, 2013
Format: Paperback
I found it interesting that the authors of this book, Rosemary Coates and Jim Reily, did not know each other before writing this book. They spent two years interviewing executives from various companies and combined that information with their experience in global manufacturing and field service to create this material.

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.
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Format: Paperback
Servicing products across the globe is a daunting task. This book provided me with useful ideas and clear guidelines for establishing and managing a field service organization and maintaining the loyalty of my customers.
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Format: Paperback
I always enjoy reading Ms Coates books! The 42 rules for Superior Field Service takes a very challenging topic and breaks it down into clear bites! I especially liked Rule 17 - It is Good to Be Green as this is my passion. RoHS and REACH (the EU version and now in other regions such as China) have forced technology to innovate and remove identified hazardous substances from their product offerings. Many brand managers assume that the requirement is 'one and done' when the product ships to the customer as brand new. Most managers completely forget they have to sustain compliance until the END OF SUPPORT which can be years after the last unit shipped. Consider this is just one facet of field service and you can see why you need to read this book!
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Format: Kindle Edition
42 Rules for Superior Field Service is a wonderful collection of decades of real-world experience from leading industry practitioners who have lived the good, the bad and disastrous of field service organizations. The book is written in style that enables the field service professional to put into practice quickly the lessons contained in this book. It is a quick read and is insightful from the front cover to the back cover. Seldom to you see this many pearls of wisdom is such a condensed and readable format. A must read for anyone associated with field service and supply chain management today.
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By D. Hobson on October 31, 2013
Format: Paperback
I was in tech support for many years and this book brought back many memories...on things we did right, and things we could have done better. This is a great book for new support teams and established teams that want to improve!
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