Article | May 26, 2021

Mastering The Moment Of Service: Art Or Science?

By Sarah Nicastro, Field Service Evangelist, Future of Field Service

Field Service Technician Workers

In today’s customer-centric culture, the moment of service means more than ever. The moment of service is a moment of engagement, a moment of opportunity, moment of innovation, a moment of potential growth. There’s a whole lot riding on your ability to execute on those moments if you realize service for the powerful potential it holds.

For most businesses, mastering the moment of service has become a major priority. This mastery requires the business to navigate and streamline immense complexity to deliver what the customer wants in the moment it matters – a seamless and positive experience. So, is this mastery an art or a science? I’d argue it’s the perfect blend of both.

The Art of Exceptional Service

The art of service, at its root, is in adeptly uncovering, understanding, articulating, and addressing your customers’ challenges and opportunities in the form of your value proposition. A customer-driven value proposition requires relationships, listening, and trust. It requires an innovative mindset and a willingness departure from business-as-usual, and that in and of itself is an art many struggle with.

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