By Rosemary Coates
With few exceptions, the carrier company is considered as a "necessary evil". Servicing items, when they are bought and in shoppers' palms, is often neglected and will be a resource of purchaser dissatisfaction and revenue loss. This pondering leads to neglected possibilities to transform buyers into advocates and to generate major company revenue.
Complicating box carrier operations is the worldwide nature of commercial – the place your consumers are, the place your items are synthetic. Sourcing worldwide components, coping with the components offer chain and the funding required are the issues that maintain 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
Don’t patronize or talk down to customers; this will only make the situation worse. Really listen to what the customer is telling you, take notes regarding the situation, and ask for clarification. Remain calm even if the customer is not. Apologize, if appropriate. ” Promise to try to fix the problem or to try to find a solution. This will ease the tension the customer has created. The customer is looking for a resolution. Then do what you promise. Answer confidently, and take responsibility for assisting, even if this means you must refer the case to someone else.
There must be final sign-off by the involved departments and partners before the product can go into production. World-class companies also develop written repair procedures for field engineers or other repair partners before a new product is released. The same processes are followed for new ECOs. If an ECO triggers field repairs, then additional repair instructions must be written to support the changes. It is important to keep in mind that the customer doesn’t typically pay for field changes, ECOs, or FCOs.
We are wired. We can search topics, brands, and business issues pretty much anytime, anywhere in the world. If your customer wants to know about your company or your competitors, he or she can do some fast online research. This environment makes keeping up with what the competition is offering easy to research but hard for you to compete against. Things move fast. ) We recommend field service departments electronically scan the competitive horizon regularly, at least monthly. This scan should include the following activities for your top competitors every month and all competitors annually: – Review competitors’ web site for updates, new offerings, and changes.