Partnerships are formed through common goals.
The term ‘trusted partner’ is often used to describe an organization that fosters strong relationships with its customers. This can be challenging in the service industry, where customer interactions are often limited to negotiating new service contracts, quoting equipment replacements, and conversations that go something like: “The system isn’t working, when can you get here to fix it?” and “Can you please pay your bill?”
Your performance can be stellar compared to industry averages, but the customer’s viewpoint can be stuck in “I don’t know what I’m paying for, the system still breaks down,” and “You’re only trying to upsell me.”
So, how do you change this?
The obvious starting point is minimizing the impact of faults on your customers. After all, these are the times when your capabilities are in the spotlight. The first step is getting someone there as quickly as possible, which means having a clear picture of who is nearby and available. Location tracking and status update technology is simple; however, the reliability and effectiveness of this information is dependent on the level of engagement you have with your field force. This applies to any technology that interacts…. READ MORE
Remember when our idea of customer service was one touch point, a call center which allowed for limited customer interactions?
Fast forward to today, and what used to be thought of as customer service is now just a piece of the overall customer experience. Technology adoption at service-oriented retailers such as Amazon, are driving expectations across the board and shaking things up in the field service industry.
Putting the Service in Field Service Calls.
Positive customer experience has become a competitive differentiator for service-related industries. From cable and utilities, to energy and HVAC, customer experience has become one of the top priorities in industrial enterprise.
Modern-day customers expect and demand high levels of real-time visibility, communication and control over their interactions with their service providers. Field service companies today need to deliver on expectations across the entire experience — a major shift in thinking from the old paradigms of customer service.