We spend a lot of time building policies and procedures to manage the behaviour of field technicians in an effort to deliver a consistent customer experience.
Over time, we end up telling the technician what to do in every situation and we lose sight of the innate problem-solving capability of this skilled team. If technicians are given the right level of flexibility and empowerment to make the right call, the customer will surely win. And your technician team will be much more engaged.
For example:
Can your technician place an order for a replacement part without involving your admin team?
Can your technician decide to leave a job site to pick up a needed part or supplies?
Does your technician have access to online and in-person technical support to trouble-shoot a challenging repair? Do they provide it for others?
Can your technician schedule a follow-up service call with the customer directly?
You can imagine that each of these examples requires a well-thought-out process and set of tools in order to be successful. Once in place, your technicians will be making the right calls for your customer, and your business, and feel a greater sense of accomplishment and accountability in their daily tasks. It will also be easier to get things done.
Do you trust your technicians to make the best call?
Share your experiences online and learn more about field service transformation with Chapman Management Solutions at www.chapmansolutions.ca.
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