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Developing Customer Relationships: A Tip From Our Field Service Engineers - Sarah Hedayati - Blog

Developing Customer Relationships: A Tip From Our Field Service Engineers

If you're like other peo­ple inter­ested in cus­tomer ser­vice, you’re con­stantly on the look­out for ways to develop cus­tomer rela­tion­ships. Some cus­tomers are eas­ier to engage than oth­ers, but recently I’ve seen great cus­tomer ser­vice from field ser­vice engineers.

I recently sched­uled an appoint­ment with my gas com­pany to get my pilot light re-lit. When the field ser­vice engi­neer arrived, he car­ried with him his tool kit. He got down on the floor and started inspect­ing my wall heater. It was filthy! As he was work­ing, he edu­cated me about heater safety.

Here are five take­aways we can gather about devel­op­ing great cus­tomer rela­tion­ships from my expe­ri­ence with this field ser­vice engineer:

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1.     Instill Con­fi­dence

My expe­ri­ence – The field ser­vice engi­neer explained what he was doing as he did it. I appre­ci­ated his knowl­edge and exper­tise. He made me feel con­fi­dent in his abil­i­ties to not only re-light my pilot light, but inspect my heater and make sure it was run­ning correctly.

Take­away – When you are assist­ing cus­tomers with a gen­eral inquiry or an issue, let them know you will do every­thing in your power to fix the issue that occurred.

2.     Build Rap­port

My expe­ri­ence – From the moment the field ser­vice engi­neer entered my home until the moment he left, he dis­played a pro­fes­sional and friendly demeanor.

Take­away – When­ever you’re in con­tact with a cus­tomer, in per­son or over the phone, act pro­fes­sion­ally and set the expec­ta­tion for ser­vice. You want to start to build a rela­tion­ship with your customers.

3.     Go Above and Beyond

My expe­ri­ence – The field ser­vice engi­neer came for one pur­pose, to re-light my pilot light. He inspected, cleaned, and re-lit the pilot light. As if that wasn’t enough, he checked my car­bon monox­ide detec­tor to make sure it was working.

Take­away – When­ever work­ing with cus­tomers, try to do some­thing extra to show them you care and are there to offer ser­vice to them. Cus­tomers notice when you go above and beyond.

 4.     Show Empa­thy

My expe­ri­ence – Once the field ser­vice engi­neer dis­cov­ered my car­bon monox­ide detec­tor wasn’t work­ing prop­erly, he edu­cated me on what to do and why it was impor­tant to keep the detec­tor work­ing properly.

Take­away – When you’re assist­ing cus­tomers with a ques­tion or an issue, show you under­stand their con­cerns and are going to help them resolve the issue. Really lis­ten up and tune into what they are say­ing. After they explain what is going on, con­firm you under­stand the sit­u­a­tion and they under­stand the steps you will take to resolve the issue.

 5.     End on a High Note

My expe­ri­ence – Once the field ser­vice engi­neer was done, he made sure to give me extra safety infor­ma­tion I could read on my own time and he filled out a form telling me what I needed to do to keep my heater run­ning safely.

Take­away – When you fin­ish your work, let cus­tomers know what to expect. Are there steps they need to com­plete? Is there some­thing you need to do back at the office for the issue to be fully resolved? Who can they con­tact if they expe­ri­ence a prob­lem or have ques­tions? Make sure your cus­tomers know who to reach.

To learn more about devel­op­ing excel­lent cus­tomer rela­tion­ships in the field, check out our field ser­vice train­ing page.

- originally published on the Impact Blog at - learn more about call center sales training, the customer service experience, and customer service training programs from Impact Learning Systems.

Publish Date: March 2, 2012 2:42 PM

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