By Sarah Nicastro, publisher/editor in chief, Field Technologies
Most companies would agree that today’s key to field service success is putting your focus on the customer experience. So how do you “master” customer service? Spoiler alert: I don’t really think you can. It’s impossible to master something that is always evolving. That said, here are three important steps that will help to ensure that your organization is providing great customer service and stays competitive in today’s customer-centric world.
Step 1: Measure Your Success (Or Failure)
You don’t know what you don’t know — and if you don’t know how your customers feel about the service you’re providing, it’s high time you find out. Measuring customer feedback and truly understanding your customers’ expectations is the first step toward providing great service. I’d suggest gathering feedback from your customers both quantitatively, through satisfaction surveys, as well as anecdotally. Quantitative feedback helps provide a good overall view of how your customers feel about what your company is doing, but anecdotal insight will help you uncover more detailed feedback and may help spark ideas for strong improvements. Your goal is twofold: first to understand specifically how your customers perceive and rate the service you are providing so you can identify areas where your organization needs to improve, and secondly to understand your customers’ service experience wish list so that you can identify areas of opportunity for your organization.