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...
So let’s stop for a minute and consider what this is doing to us – to customer-facing engineers I mean. It’s turning us into reactive automatons! We’re becoming slaves to the Hurry Monster, rushing left and right, at the beck and call of customers, with hardly time to...
