Service Excellence℠ For Field Reps

Service Excellence - Introduction

Field techs, or on-site workers, are a vital connection between the company and the customer. They’re responsible for delivering both technical and service excellence to help build loyalty.

First impressions.

You don’t get a second chance to make a first impression, and positive first impressions help make the customer feel comfortable and informed. Start off on the right foot with a professional greeting.

Effective listening to understand customer needs.

Listening effectively helps you build connections with customers and truly understand their needs. To listen effectively, give customers your undivided attention, ask open-ended questions, and paraphrase to confirm understanding.

Communicating technical information simply.

Though it makes perfect sense to you, technical jargon makes customers feel lost and reduces their trust in your ability to get the job done. To be as clear as possible with customers, avoid acronyms, use analogies to clarify meaning, and check for understanding.

Providing timely and transparent updates.

Uncertainty causes frustration and disruption for customers. Providing timely and transparent updates helps to build trust even when things go wrong.

Handling challenging customer interactions.

Unfortunately, handling challenging customer interactions is part of any customer-facing job. By staying calm, offering a sincere apology, and focusing on how you’ll resolve the issue, you can get the interaction back on track and retain that customer’s loyalty.

Building rapport and trust.

Building rapport and trust with the customer helps ensure that the customer feels comfortable and trusts your abilities. By using a business friendly approach and being honest and respectful to customers, you can ensure they feel comfortable and confident in your abilities to help.

Going above and beyond in the interaction.

Going above and beyond helps turn customer interactions from something average into something memorable. By offering tips, personalizing the interaction, and anticipating future communication needs, you can build stronger relationships with customers.

Concluding the service interaction and seeking feedback / Recognize relevant upsell opportunities.

An effective conclusion leaves the customer with a great final impression and ties everything together. When concluding your interaction, confirm satisfaction, invite feedback, provide clear next steps, and look for opportunities to add value.