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Why Superior Customer Service Is Vital For Field Services Companies

Thanks to technology, consumers have a bigger voice than ever before, and what they say can make a huge impact on a company’s bottom line.

Social media and mobile technology allow people to share their experiences with potentially millions of people in an instant. That’s why companies are placing a high priority on the customer experience.

Research shows that 90 percent of consumers are likely to share within their network about a poor customer service experience that led them to take their business elsewhere.

There’s a strong correlation between customer experience and loyalty. After a great customer experience, “consumers are 71 percent more likely to consider a company for another purchase, 45 percent less likely to switch business to a competitor, and 65 percent more likely to recommend a company to a friend or colleague,” according to an article on Avaya’s website.

What are the tools necessary to provide superior customer service? First, you need the right people, with the right product knowledge and the ability to deliver solutions. They need to be so good that the customer says, “Great, I just got what I needed and I can move on with my day.”

The second thing you need is excellent service administration. Companies must be able to log the service requests effectively with the right entitlements, dispatch people that arrive on time, and get the pricing and invoice details right.

If customers are satisfied, they’ll come back. To do this for service companies, it’s not about the software; it’s about getting the right people and product knowledge to deliver what the customer needs. It’s about putting people first. Delivering services isn’t about making something or shipping something — we’re solving problems. This is why having the right people is key.

As the Avaya article explains, there’s a solid connection between customer experience and a company’s financial fortunes. The bottom line is businesses that deliver a great experience are likely to see a payoff.

Source: Avaya, November 2012

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