By Rosemary Coates
With few exceptions, the carrier company is seen as a "necessary evil". Servicing items, once they are offered and in clients' fingers, is usually ignored and will be a resource of shopper dissatisfaction and revenue loss. This considering ends up in ignored possibilities to transform consumers into advocates and to generate major company revenue.
Complicating box carrier operations is the worldwide nature of industrial – the place your consumers are, the place your items are synthetic. Sourcing worldwide elements, coping with the components provide chain and the funding required are the issues that maintain managers up at evening.
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Extra info for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
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. 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.
Can they help you service customers? Activate a command center and your emergency plan to manage the response. Determine who can assess the situation at the site(s). How will you communicate with them? Determine how quickly you can return to business. Was there damage to the facilities? Determine what it will take to get your service and your customers back up and running. Determine if you need to engage emergency partners. Do we have contract technicians available? Assess the availability of air transport.
When they have business-impacting issues with your company’s products and/or solutions, do you delight or disappoint them with your response? Delight translates to loyalty, disappointment to desertion. Read and follow the 42 rules and you will be rewarded with delighted, loyal customers. Joe Pinto, Senior Vice President, Technical Services Cisco Systems Inc. Intro Introduction We have a passion for field service. Between the two of us, we have over 60 years of field service and supply chain experience, and that’s a lot!
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates