The Customer is Always Right: Becoming a Company Focused on Service Quality


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Superior customer service is imperative to the success of every business. Customer expectations for service are shifting – If you want to continue to grow as a business, delivering value through field service interactions have become a critical competitive differentiator. Unhappy customers speak out, and are often loud about their dissatisfaction. Ensuring that customers are heard and receive valuable service is integral to sustained success. C-level executives are coming together and making field service a top priority, eyeing it as a huge opportunity for revenue.

According to Aberdeen, service can drive 10.7 percent higher margins than products. There are three key elements to successful execution in field service: the customer, the top line, and the bottom line.

Aberdeen data in successful field service

• The customer: As mentioned earlier, providing superior customer experiences and service is key for new customer growth and current customer retention. CSO’s are focusing on shifting service expectations by optimizing field service to ensure customers are satisfied. Field service appointments are typically the only face-to-face interaction a company will have with a customer. Building a positive relationship will increase satisfaction, revenue and improve the bottom line.

• The top line: Budgeting matters to senior executives, but they are starting to understand investing in field service can be rewarding to the company. As seen in Aberdeen’s Service Revenue: Unearth an Untapped Stream of Dollars report (May 2015), eight out of ten top performers found that through field service they were able to achieve their service revenue goals for the previous 12 months.

• The bottom line: Cost containment is very important to executives, but must be done with field service quality in mind. Make the process as efficient as possible, reducing costs and increasing service quality. “For example, savvy senior leaders wouldn’t mandate reducing the field service workforce if service volumes continued to rise. But they may recommend that IT work with the field to introduce new mobile technology to reduce paper work and cut down on costly errors or unnecessary truck rolls.”

Every service engagement is made up of a series of moments. From the call initiating service to measuring performance after the work is completed, every decision has an impact on the perceived quality of service that your customer receives. A field service solution connects field workers and contractors to the business and customer with tools that improve the experience for everyone.

As the old adage says, “The customer is always right.” Field service management tools empower CSOs to fulfill customers’ expectations with an eye on what’s best for the business. Transitioning from a product-centered organization to a service-focused organization will benefit image and success of any company for the future.

Mike Karlskind
Mike Karlskind has more than 15 years experience streamlining processes and optimizing decisions for service organizations in a wide variety of industries including computer services, utilities, telecommunications, capital equipment, home services, retail, insurance, and healthcare. This includes recommending and implementing service policies, user roles, change management, training, and re-defining user roles for greater productivity. He is a contributor to ClickSoftware's patent for "Method and system for assigning human resources to provide services" (US 6,985,872 B2).


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