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...
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,...
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...
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.
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...
