3 Steps To Engage Your Field Service Workforce
By by Sumair Dutta, ServiceMax
For most people and organizations, 2020 goals and objectives have been set. For service leaders, this typically means increasing productivity at a lower cost, upping service revenue and product up-sells, and improving the customer experience. Being able to engage your field service workforce is critical in achieving these goals, as these frontline workers are typically the ones who bear the burden of executing on your goals and objectives.
Here are three ways you can successfully engage your field service workforce.
1. Extend Engagement Programs to Frontline Workers
Gallup estimates that a staggering 87% of employees worldwide are not engaged. In field service, the impact of disengagement can be significant as these employees are actively in front of customers. Engaged employees typically lead to engaged and satisfied customers (the service profit chain).
Organizations must extend their employee engagement programs to their field personnel. “Voice of the Employee” surveys are a good resource to capture employee feedback, but managers, supervisors, mentors, and senior technicians must be empowered to have open discussions with their teams to capture the pulse of frontline employees. Too often, these conversations only focus on performance and miss an opportunity to discuss the technician’s role as a team member and a central part of the company’s vision.
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