We’re all well aware of the impact customer service has for your sales team. If the customer service level is not where it needs to be, you’ll see it in your bottom line. What’s often ignored, is the huge role it can play in your sales numbers when it’s emphasized on all fronts.
While promoting customer service as corporate culture should start from the top of the organization down, one of the biggest effects to sales will be seen from your front line employees, especially your field service employees. While sales isn’t part of their job description, and they were originally hired for their technical skills, the job naturally requires a lot of customer interaction. When you redefine what kind of interaction exemplifies great customer service, and encourage and incentive that behavior from the top down, that’s when you’ll see a meaningful impact to sales.
What Really Defines Great Customer Service for Your Field Service Employees
It’s more than showing up with a smiling face and the capability to solve your customer’s immediate problem. Spending a few minutes to connect with that customer can make all the difference. A technician on-site can ask how everything had been working up until their services were needed, and if there is anything they’d like to see changed or improved.
Technicians are such a fantastic resource when it comes to finding out just what customers think, and what they need. When a customer is able to interact face to face with someone like this, it can go a long way in fostering loyalty and increasing their connection to your organization.
Is your organization already looking into making additions or improvements? Your field service employees are a great resource to find out what your customers think or prefer. Many organizations are taking active steps to arm their field service employees with sales and marketing information to share with clients through the use of their mobiles or tablets and transforming the client’s home into the new point-of-sale. Technicians may even have their own ideas based on observations they’ve made in the field, which is why…
Customer Service Excellence as Part of Your Corporate Culture Provides a Common Goal
That common goal builds a direct bridge that your sales team can capitalize on, taking what technicians have learned from your customers and turning it into improvements that matter, and knowing what and where to target for offerings and upsells. There is no better form of market research than the direct voice of the customer, therefore establishing an easy process to gather that information regularly from the front lines will encourage and empower field resources to be part of the organizations growth.
Knowing exactly what matters most in making a sale, your sales team will be further motivated to leverage this new data, which will naturally set you apart from your competition. When those improvements are made, it can be turned right back around to your techs, who are able to let customers know what to expect and demonstrate that your organization is listening.
Utilizing what technicians learn in the field will also give your sales team a leg up when it comes to after-sales support. Knowing the right things to ask new customers and being prepared for the most-likely assistance they might need will increase trust and confidence in your organization.
When it Comes to Sales, Every Employee Matters
When your organization becomes refocused on providing the best customer service you can across the board, the bridge that’s built between departments can be leveraged to achieve sales goals in an easier and more valuable way.
Putting yourself in the customers’ shoes can be difficult when you’re coming from a sales perspective. Selling and marketing smarter, by capitalizing on the market intelligence accessed by your field resources you can make a dramatic impact on your sales team’s confidence and organizational growth.
About the Author
Micheline joined Diabsolut in 2010, and has played a leadership role within sales and marketing for Diabsolut’s Field Service & Workforce Management practice.
Her clients are always top priority. Her focus is to ensure clients exceed their objectives through the products and services we implement for them.
Micheline’s industry expertise empowers her to structure customized programs to fit client needs.