What is customer experience in the field service industry?
Customer experience in the field service industry refers to the sum of interactions between your company and a customer over the length of your relationship. This means that you’re not only responsible for advertising your business to prospective leads and getting them to hire you. You must be engaged and professional over the course of all your interactions with them. And if you’re running a successful company, you will strive to prolong the relationship for as long as you can.
Why you should care about your customers?
Loyal customers are the ones that make a difference when it comes to the field service industry. They will be safe to count on regardless of the ups and downs of the field service market. Basically, customer loyalty pays for itself. Therefore any field service business must strive to engage them. The way to win customer loyalty is by having the best customer service experience.
How can you improve your customer experience?
This will always come down to the sum of a few factors such as the level of professionalism your company exercises. Think: answering requests and scheduling jobs as promptly as possible. Or sending in the right technicians for the job then following-up with post-job information. Many companies struggle with getting positive reviews or dealing with the inevitable negative review that anyone will have to face at some point.
This is why we’ve taken our experience in the field service industry and our extensive network of customer experience specialists and compiled it into free articles and other resources to offer you comprehensive strategies, examples, and a variety of tools to create a customer experience that’s relevant and useful.