By Rosemary Coates
With few exceptions, the provider company is seen as a "necessary evil". Servicing items, when they are bought and in shoppers' arms, is usually ignored and will be a resource of purchaser dissatisfaction and revenue loss. This considering leads to overlooked possibilities to transform clients into advocates and to generate major company revenue.
Complicating box carrier operations is the worldwide nature of industrial – the place your buyers are, the place your items are synthetic. Sourcing international elements, coping with the elements offer chain and the funding required are the issues that retain managers up at evening.
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Additional resources for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
Rule 6 Win Against Competitors by Servicing Their Products or Not Goldmine or quagmire? Should your field service team fix competitor’s products? The question comes up frequently in field service organizations and is often raised by field service engineers (FSE). Here is the situation: Your FSE can see that some other manufacturer’s equipment needs repair or must be tweaked to work in conjunction with your equipment. The customer asks for help, and your people are willing and confident that they can do the repairs.
Many companies will wait for a service failure or other event to survey the customer. While it’s important to get timely customer perceptions of service, during or just after an event, this should not be the only time you ask them to rate services if you are honestly looking to improve customer loyalty and satisfaction. This is because, besides the emotion that may be involved with a part failure, you may also be asking for money to perform the repairs. These things put the customer in a defensive position, and you are unlikely to get insightful information about your business.
Then do what you promise. Answer confidently, and take responsibility for assisting, even if this means you must refer the case to someone else. Give the customer a time when you will get back in touch—one hour, four hours, one day, etc. Then be sure you call back at the appointed time. Keep following up at regular intervals until issues are resolved. Take action to get the customer operating as soon as possible, or obtain information and estimates when this will happen. Write clear, concise reviews of incidents.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates
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