It’s well documented that happier and more engaged employees significantly boost customer experience. While plenty of workforce experts are armed with advice on management style, culture, and incentivization as a way to boost engagement, our customers and partners in the service industry also look at another factor — workforce experience.
In the service industry, much of what drives customer satisfaction is directly related to the experience of the field service engineer on the job.
And right now, the average tenure of the workforce in the service industry is declining due to all the reasons that service leaders lament daily, including retiring Baby Boomers, higher turnover for younger workers, and a changing job market.
It’s important to improve the collective knowledge of the entire workforce. Once you’ve bridged the knowledge gap, then it’s easier to improve service delivery. Here’s why:
Experience and Training Builds Confident Employees
If your employee isn’t sure how to make the correct fix or spends the bulk of their time on the job swapping out parts until the issue is resolved, they won’t be able to move forward and develop customer relationships. It’s also been shown that those with lower confidence levels project lower confidence to others around them.