Field service technicians are the face of your business. They’re the ones that customers meet when they need assistance or repairs, and they can play a major role in how customers perceive your brand. It’s important to invest in field service technicians who are well-trained and passionate about customer service.
Having done three significant turn-around projects for organizations either directly in their Customer Service department or in Field Services, I have discovered that this is one of the key areas that will make or break your business. Often, organizations spend all their attention and effort on Marketing, Sales and Customer Service or, better said, the team that onboards customers and ensures the customer’s ongoing engagement through ‘Ongoing Use’.
Field Service Technicians
Today, though, I want to focus on the customer facing Field Service Technicians that are essential for creating great customer service experiences in ‘Onboarding’ and ‘Ongoing Use’.
- Onsite Repairs, Replacements, and Maintenance. One of the most important roles of a Field Service Technician is to provide clients with onboarding, onsite repairs, replacements, and maintenance services. This means that customers don’t have to wait around while their product is out of service or taken away to be fixed at a separate location – instead, they can have their issue resolved right then and there by a knowledgeable technician with all the right tools. Not only does this make life easier for your customers, but it also makes them feel more valued as a customer since their needs are being responded to immediately.
- Customer Interaction. Another key aspect of an effective Field Service Technician is their ability to interact with customers in a friendly and professional manner. Good customer interaction skills enable technicians to build trust with customers by answering questions clearly and honestly, addressing any issues or concerns quickly and efficiently, and providing timely updates on progress throughout the repair process. By communicating regularly with customers throughout the entire experience – from start to finish – technicians help create an atmosphere of openness and transparency that encourages loyalty amongst customers. And, super important, making the customer feel safe (psychologically) and valued.
- Process Improvement & Efficiency. Finally, good field service technicians should be able to identify areas where processes could be improved or made more efficient to reduce costs or improve customer satisfaction levels. By analyzing past data (for example, looking at what types of repair requests have been made over time), technicians can pinpoint which aspects of the process may need tweaking or changing for it to run smoother in the future. This helps ensure that all teams involved (both internal staff and external vendors) are working together towards delivering optimal performance within a given timeframe so that customers receive prompt responses whenever possible.
Investing in qualified field service technicians who understand these values is key for any business looking to ensure smooth operations during peak times as well as continued success over time! And… the biggest benefit of all, Field Service Technicians are one of the main reasons why customers stay, spend more money on additional services or products and, tell other people about your organization!
Robert Murray is a Vancouver, BC based Business Strategy Consultant, #1 Best Selling Author, International Keynote Speaker, and TEC Top Speaker of the Year for 2018. For further advice, insight and inspiration on how to unlock your inner leader, connect with Robert on LinkedIn.
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Tags: Customer Engagement
, Customer Retention
, Field Service Technicians
, It's Already Inside
, Robert Murray
, Robert S. Murray