In an industry-profession that has always focused on repairing maintenance issues, providing spare parts and delivering products to customers – how can we, today, position our workforce to cater to increasing customer demands in the field?
With customer expectations evolving, this presentation will delve into how field service operators can train their workforce in relationship management and customer service techniques. This will improve the customer experience as well as generate ongoing value for the wider business.
• Training field workers to handle various enquiries, becoming a key customer touchpoint
• Offering remote monitoring to customers through the use of IoT for better, real-time tracking and communication
• Creating a customer-first culture that ensures all members of the organisation are putting their customers at the forefront of decision-making
• Moving away from reactive problem solving techniques to proactive maintenance through the use of emerging technologies