Field service technicians have the unique job of stepping into a customer’s home or business to repair, fix or install a particular unit. The training and certification that field service workers go through is extremely thorough and detailed. Service activities however is only one part of a technician’s job. Ensuring excellent customer service is another important aspect of a field technician’s role, and is often overlooked. In addition to judging a company based on the job they have done, customers can be greatly influenced by the attitude and overall demeanor that a technician presents. This article discusses the importance of implementing customer care standards that can contribute to the success of any business.
Although the stress and unpredictability of field service can affect a technician’s mood, showing up to a job with a positive attitude goes a long way. Many customers, whether homeowners or business owners may already be displeased with a particular unit not working, or with electrical or plumbing issues causing a headache. Once a technician arrives, customers will feel more confident about resolving the situation, if they have a friendly and reassuring attitude. Not only does this help to put the client at ease, but it also assures them that they are working with professionals who care about their customers. Showing up on time, well prepared and with a pleasant demeanor not only benefits the technician themselves, but the business as a whole.
Training your staff, including support call workers as we all technicians is one way to establish your company’s culture of customer excellence. Customers are drawn to those who are more personable, and go beyond the job they are expected to do. The type of customer service provided, from the moment you come into contact with a customer affects the business’ credibility, integrity and overall brand promise. The goal for most service businesses is to ensure repeat business, and by developing and forming customer loyalty from the beginning, it is easier to meet these goals.
A commitment to customer care should be made clear to all employees from the moment they begin the job. For HR departments or business owners, finding technician or support call worker who put customer service first is key. Rather than hiring someone who is fully certified, make an effort to find employees who are also excellent communicators and have experience in customer care. The criteria for hiring technicians must be also include finding the right personality, in addition to meeting high performance standards. Having a staff that understands the importance of customer satisfaction will stand to benefit the company in both the short and long term.
At the core of creating customer loyalty is creating and forming relationships with clients. Rather than seeing each service call as solely a business transaction, teach technicians to approach each situation with the mindset of creating a long-lasting relationship. The more personable, friendly and responsive a business is, the likelihood of repeat business only increases.
Although a talented and well-educated staff is important, customer care must also be a top priority. As specialized as certain field service industries may be, it is increasingly difficult to stand out from the competition. Providing excellent customer service and making the extra effort to form relationships with customers is a great way to differentiate your business from others.