Having the right product means nothing if you don’t have the right representation. Your people are your ambassadors in the field, they are the face and personality of your brand, and your biggest asset. Invest in empowering your people through technology and training. This not only keeps you a step ahead of the competition, it shows that you value your technicians contributions, and that you see potential for growth.
Differentiate your organization with better trained field techs.
Start by training your top field technicians. Instead of offering standardized training to a large group of employees and driving up costs, teach a small group how to refine and sharpen their fix skills using cutting edge technology and give them a platform to pass the knowledge on to their coworkers, whether it be through online or on-site training. The results will be more cost-effective and promote communication among employees. In addition, ensure that you're giving them the tools they need to succeed, and that those tools are designed with service in mind. Is your service management system easy to use? Does it help or hinder your technicians in the field? Does it facilitate quick communication back to the organization? Does it only display relevant job information? Evaluate your current system often, so you ensure that it adheres to the changing needs of your organization, technicians, and customers. Equipping your technicians with a system that allows them to learn on the job and providing resources such as coworkers that can potentially teach them to outperform competitors, is a positive step towards differentiation.
Deliver a consistent customer experience.
First impressions are important. Customers expect a certain level of service and can easily be disappointed if something goes wrong. Ensure you are providing the same caliber of service time after time by keeping your customer in the loop. Often, the happiness of the customer relies on the comfort and professionalism of the field technician. Choose a service management system that allows scheduling and gives field techs the freedom to manage their jobs and the back office the opportunity to match staffing supply with demand. Only the right people for the job should be sent out using mobile tools that allow your field techs to send customers updates on arrival time and job duration. Keeping customers informed at all times and maintaining transparency creates an environment of trust, which is something that is developed when your reps are taught communication and service skills, and is something that technology can only facilitate, not guarantee. Empowering employees with relevant information at their fingertips allows them to be more confident and deliver better, more meaningful customer service.
You don't need enterprise software to deliver world-class service or to better equip your employees. ServicePower offers small business solutions that allow organizations to leverage technology to become more knowledgeable and enhance customer relationships. To learn more about small business solutions from ServicePower, visit their website.
Source: Nexus Blog