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2021 Development Plans for Your Frontline People

In recent articles we have been examining the changing roles of technical service people. We noted that the digital transformation of service, accelerated by the Covid pandemic, has caused companies to examine the fundamental role of the technical service engineer and the skills that they will need to fulfill that role in the “new normal”. As you create your 2021 development plans for your frontline people, we thought it would be helpful to pull together some of the most important related insights provided in our recent articles.

The 3 articles below provide insights and practical examples of why and how service leaders are investing in their people development in order to maximize the opportunities of working in the new normal service environment.

Customer Service and Support
How Digital Transformation and the Covid Pandemic are Driving the Need for New Customer Relationship Skills
Field service and technical support organizations have been going through a digital transformation long before the.
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Customer Service and Support
The most difficult Total Customer Focus™ skill (and possibly the most important one)
A key element of Global Partners Training’s Total Customer Focus™ program is a pre- and post-training.
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Customer Service and Support
5 Ways Field Service Techs Can Create Value for Their Customers
A customer’s expectations can sometimes feel like a moving target, especially for those in sales and.
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For more information about today’s “new normal” service environment and the skills that service people need to develop in order to be successful, sign up for our Insights blog.

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