By Rosemary Coates
With few exceptions, the carrier enterprise is seen as a "necessary evil". Servicing items, once they are offered and in clients' arms, is often ignored and will be a resource of shopper dissatisfaction and revenue loss. This considering ends up in neglected possibilities to transform buyers into advocates and to generate major enterprise revenue.
Complicating box carrier operations is the worldwide nature of commercial – the place your buyers are, the place your items are synthetic. Sourcing international components, handling the elements offer chain and the funding required are the issues that hold managers up at evening.
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Additional info for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
You may have to convince Sales that you need to speak with customers directly. But you must collect what customers think are the right measures in order to improve and build customer satisfaction and loyalty. World-class companies, like Ford and GM, utilize third-party customer surveys to determine overall satisfaction and dissatisfaction with product and service performance. Employee compensation is tied to achieving customer satisfaction goals. ”2 Most companies capture and measure feedback after a field service call or phone call.
This may include things like more frequent maintenance or the purchase of redundant systems for critical business processes. Professor Morris Cohen of The Wharton School notes, “The objective of service is to generate customer satisfaction. And satisfaction results from the difference between the customer’s perceptions of service versus the customer’s expectation for service. ” The opposite is also true, no matter the objective quality of service. So, set realistic customer expectations, and strive to exceed those.
Have them capture as much information as possible including who said what and the context within which it was said. Capture suggestions on flip charts or whiteboards. Some companies may hire a professional meeting consultant to assist with managing the event. Set the expectation for the CAB with your staff and stakeholders. Keep your own company participants well informed about the schedule and agenda. Set expectations for participants by inviting them well in advance (six to eight weeks), sending an advance agenda, and reviewing it at the start of the day.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates