In recently published research from Aberdeen, it was found that organizations with an 80 percent level of first-time fix and above, experienced far greater customer satisfaction and retention scores when compared with those that averaged a sub-50 percent level of first-time fix. More so, the more efficient organizations experienced a 26 percent out-performance in service profitability. Most often these businesses used a service management system to achieve these goals.
“When companies consider how they’re going to maintain a system, they weigh whether to do it themselves, use the original equipment manufacturer or enlist the help of a third party. There is competition for the maintenance of these machines. The customer experience depends on how effectively the technician performs, and the interaction with the onsite customer,” said Simon. “Deciding who will perform maintenance is a huge part of a company’s decision making process. It’s about having the right technician, in the right place, at the right time, with the right product.”
“The field service technician now is more than just a fix-it person,” explained Saccone. “They're not just fixing the equipment but also fixing the customer as well. So they must have the ability to communicate, build relationships, and listen for growth opportunities via providing value to the customer.”
DIRECTV, a leading satellite provider, has established itself as a key leader in the industry in this respect. The voice of the customer is a lesson Baker has learned and now teaches. In a presentation he delivered at WBR’s Field Service Management East conference, he described the idea that field techs must have their benchmarks established the minute they arrive at the customer’s doorstep. From the minute the customer opens the door, the technician should clearly understand the customer’s issues and not need problems explained again. When the technician fixes the problem, he should do it on the first visit, and should take the time afterwards to explain how the issue was resolved. At the end of the service call, the technician should go above and beyond the “call of duty,” teach the customer something new about the product, and follow up after the call to make sure the customer’s needs are met. He described this as the “new normal” of customer service, and DIRECTV delivers on this promise through a four-pronged approach:
Get it right the first time
DIRECTV technicians are able to do this by communicating proactively as they check the systems, offer options when appropriate and offer simple addons and changes if need be.
Treat customers like individuals
In order to listen to the voice of the customers, the techs must treat the customer as an individual, not just as a dollar sign.
Be considerate of customers’ time
Technicians must look out for the customer’s time and set realistic expectations for the length of the job.
Showcase work and educate customers
As the most visible face of the company, it is important that your techs demonstrate the value of your product by showcasing their work.
Similarly, Dell is enacting a new metric when it comes to measuring customer satisfaction that surpasses the NPS, a measurement they collect after every service call.