When it comes to service calls, smart communication is key. While it might seem basic enough, it’s easy to miss the mark and leave your customers feeling unhappy. Smart communication is what keeps a minor concern from becoming a full-blown complaint, and consists of much more than a positive outlook (although that helps!). Here are some steps you can take to ensure a successful service call:
Closely review the work order beforehand. This first step is important because it shows preparedness. Knowing exactly what the issue is, as well as the equipment needed and job duration will help you approach the service call with a clearer understanding of what needs to be done and what can be done in a specific time frame. An integrated mobile system will help you keep track of service call details, transactions, and parts used. It can also create an auditable trail so you and your team will see every aspect of the job should you need to answer any customer questions before or after the call.
Always keep your customer in the loop. If your goal is to keep your customer calm, don’t be afraid to over-communicate or reach out first. Automatic messaging that notifies your customers of status updates can help keep additional concerns at bay. Your customer should know exactly when you’re arriving and how long the job should take. If there is an unexpected delay or if the situation calls for additional resources, remember to be honest and set realistic, manageable expectations that they feel comfortable with.
Stay connected in the field. More and more service teams are turning away from using traditional text messaging and email because information and resources tend to get lost. Use a tool that notifies your team of changes in real time so you can stay on top of any last minute adjustments or re-assigned work orders. If a field worker doesn’t show up to a job, a new field worker should be dispatched even before the customer calls. A mobile application that includes Geolocation Reporting and Scheduling is ideal for keeping field workers and customers on the same page.
Follow these smart communication steps to keep a routine service call from escalating into bigger problems and remember that the right field service management tool combined with preparedness and consistent dialogue between customers, field workers, and the dispatch team will increase service call resolution efficiency.
Source: Nexus Blog
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