In your field-based customer service operation, are you addicted to focusing on a million trivial details, distracting you from fixing problems that truly matter? Problems that upset customers?
Are you killing yourself and getting nowhere?
Whether you’re dealing with routine service or emergency response, you need to focus through your customers’ eyes. Steve Owens will teach you how engage your staff to turn your customer complaints into a few focused objectives and identify a few critical actions that will achieve those objectives, and greatly improve customer experience with a lot less effort and anxiety.
Meet Steve.
Hi. My name is Steve Owens, and I am a speaker/utility ops consultant.
Over 30+ years in and around utility operations, I have learned what it takes to serve customers in a field service environment whether in day-to-day scheduled service or emergency response. I know, first-hand, the chaos that field service managers handle every minute of every day. I also know it doesn’t have to be that way. That is why I speak to and consult with customer service operations professionals.
My goal is to help great, hard-working pros work a little less and get way more done, give great customer service, and finally enjoy the work.
When I’m not speaking or consulting you can find me narrating audiobooks, riding my bike, taking photos, and traveling with my wife of 42 years. I look forward to connecting and being a part of your next event so that, together, we can make a difference for your attendees.
Steve's Talks.
My goal is to help great, hard-working pros work a little less and get way more done, give great customer service, and finally enjoy the work.
1. Exhausted to Ecstatic: How to work less and serve customers better by focusing on the critical few things that matter.
Learn the FOCUS process to analyze customer and employee complaints and turn them into a few critical objectives that will restore your sanity, delight your customers, and put more money in your pocket.
2. Emergency Response the Right Way: How the Incident Command System (ICS) can serve your customers better while reducing the chaos.
Utilities and service operations are adopting ICS to better manage incident response only to find new difficulties, employee resistance, and unneeded complexity when they attempt to employ a counter-productive paint-by-numbers approach. Learn how to make emergency response easier and more efficient by employing sound ICS response principles that adapt well for effectively dealing with both common and unexpected incidents.
3. Roadmap to Progress: Creating a prioritized and logical path to success.
Finally get those potentially game-changing projects to the finish line. Learn to develop a prioritized set of critical action steps that will steer the project effectively. Avoid the wheel-spinning, indecision, and the uncoordinated and ineffective actions that frustrate the team and ultimately lead to the abandonment of the project. It’s not enough to have a great destination. You need a great plan to get there.
Steve's Testimonials.
Over 30+ years in and around utility operations, I have learned what it takes to serve customers in a field service environment whether in day-to-day scheduled service or emergency response.
We needed a utility expert to help take our program to the next level and Steve was instrumental to our success. He has a unique combination of broad industry knowledge as well as detailed subject matter expertise. When combined with his exceptional communication talents and relatability, Steve is expert at guiding groups to new ways of thinking and breaking down complex ideas and translating them to drive progress.
Ken Tucker
Equipment Operations Manager, San Diego Gas & Electric
Steve has deep knowledge of the industry having worked the majority of his career at a major utility company, followed by a number of years consulting in the utility industry. He has the unique ability to break down complex topics and issues in a meaningful way to support utility clients in generating actionable insights. Steve’s facilitation skills are top notch. He is able to engage and connect with diverse audiences from field personnel to top-level executives. Steve’s contributions have been pivotal to the success of projects I have worked with him on.
LeeAnn Tiffault
President, RDY Together Consulting
Steve Owens is a true pleasure to work with. His ability to take highly technical information and relay it in everyday language and concepts is the key to his ability to providing subject matter expertise in a digestible way. He is objective-focused yet flexible to unexpected changes, making him the type of consultant that gets projects across the finish line in the most effective and efficient way.
Andre Francis
Director Strategic Communication, Washington Gas
Steve Owens played a pivotal role in the development and implementation of the Emergency Response Plan (ERP) and Incident Command System (ICS) for one of the largest utilities in the US. Steve's confident and effective communication skills ensured a smooth transition and successful execution of the plan.
Jeff Walker
Project Manager Principal, American Electric Power
Lets Connect.
I look forward to connecting and being a part of your next event so that, together, we can make a difference for your attendees.
(316) 210-2548
