Providing outstanding customer service begins with preparation and a tested process you can repeat over and over again. By now, you probably have a solid grasp of your customer base and their expectations. You may have even established a relationship with some of your more frequent customers. However, if you are noticing recurring loss, what can you do to increase retention and conversion? For starters, you can conduct a deeper analysis into your customer's needs. Pay attention to what your customers are talking about the most - whether it’s better communication or expedited service. Next, find technology that can support these needs. Once you and your team are prepped with the right software and training, here is a three-step process you can employ that will help keep your customers delighted. You can always add to or modify this process depending on what’s relevant to your business:
Step 1: Field the Call or Service Request
While this first step seems simple enough, it requires coordination down the line starting with your account or customer service representative, your dispatch team, and finally, your field technician. Accuracy is key during this first step, as wrong information captured here could disrupt the whole process. Lose the outdated pen and paper, and upgrade to technology that will store your information where the right people can access it, anytime. When gathering customer details and job information, choose only the most qualified technician and ensure that he or she is equipped with the most up-to-date inventory information. It would also help to use technology that lets you track your technicians, so if an urgent job in the area comes up, they can get the details right away.
Step 2: Complete the Work Order and Look for Opportunity
Ideally, the primary goal is to arrive onsite with the right work order details to fix the issue the first time while causing as little disruption to the client as possible. However, things don’t always go as planned. Prepare for mishaps by covering all of your bases: ensure your field tech has the right parts on-hand, and if not, that another field tech is on their way to assist. Mobile apps can help smooth over this scenario by allowing your field techs to communicate directly with the dispatch team and other techs in the area. Besides completing the work order on schedule, the secondary goal is to assess your customer and their needs and determine if their is an opportunity for upsell or future service. Knowing how to approach this opportunity and read customers is a necessary skill that every technician should possess.
Step 3: Get Feedback
This last step is very important because it is the easiest way of figuring out how to improve. Speak to both your customers or field technicians about their most recent job and where it could have been improved. You can do this by speaking to them directly, or by asking your customers to submit their responses through a survey. These responses can then be leveraged to improve upon relevant KPI’s and can also be used to create a customer service model that works for your organization.
Try field management software like ServicePower to provide your field techs with as much information as necessary to perform better and feel empowered on the job. ServicePower could also help you develop your own process for improving customer service.
Source: Nexus Blog