By Sumair Dutta, chief customer officer, The Service Council, www.theservicecouncil.com
How to focus on solving problems for your customers
The path to growing a sustainable service business has changed. It’s no longer sufficient to have the quickest service response or highest first-time fix rates. These metrics are important, but expected. If you don’t have the ability to support a Best-in-Class response time or first-time fix, you might as well not come to the table. There are others who can do it better, faster, and cheaper.