As the landscape of the field service industry evolves, so do the barriers that often prevent mobile workers from delivering superior customer service. Field workers are the face of your business. They’re your most valuable resource in the battle to gain customer happiness and loyalty, but preparing them to do so can be a difficult feat.
Today’s consumers have plenty of options and instant access to customer reviews—so they expect excellent customer service at every turn. Many customers are willing to switch to a competing service specifically because of bad customer service. And when they switch, they don’t go quietly, as 62% of customers claim that they share their negative experiences with others.
Ensuring customer satisfaction in the field service industry is crucial, but it’s also especially challenging. Weak scheduling and dispatching processes, communication issues, and a lack of workforce visibility result in operational inefficiencies that threaten a business’s ability to provide excellent customer service.
The good news is that by optimizing these components of your field service organization (and leveraging the right tools for support), you can boost your operational efficiency, enhance the employee experience, and, ultimately, improve customer satisfaction.