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Terminology – 3 – Introducing Me and Aude

I would like to present my avatar who is, like me, a Customer-Facing Engineer. He is easily recognisable from the M of his body shape. May I also introduce Aude, my client, who is referred to as the Audience in many contexts. Aude can generally be thought of as an...

Terminology – 4 – What to Expect

So what should you get out of all this? Firstly, a robust Encounter Process – this is presented at the very start of the course, and it provides a reference that we will use throughout. Then, there are the ICON9 tools. Each tool is for a particular task, of course,...

Terminology – 5 – Key Points

Customer-Facing Engineers have to master a wide range of skills, and the ICON9 tools will make this easier for you. In doing so, I hope that they will increase your professional success, as well as your enjoyment of this exciting work! Good luck with the rest of the...

Welcome and Why – 0 – Title

This is the first of a series of videos for Engineers whose work puts them on the customer support front-line. I’m Andy Betts, And I’m a Field Operations Consultant, a Trainer and Coach.

Welcome and Why – 1 – Context: B2B Field Operations

Since you are watching this video, the chances are that you work, at least part of the time, in the field, in a Business-to-Business environment. I’m not sure why we call it the field. Maybe it’s the concept of being out in the cold, struggling against the odds, miles...