Not every service program is the same. What criteria should you use to develop a unique customer experience? What do you do if your customer’s needs fall outside of your capabilities? Use these principles to find opportunities to support your brand and improve customer satisfaction.
1. Find out what the customers want. The demand for a repair program is the first step in implementation. If there is no demand, do not move forward with this opportunity. Factors that contribute to implementation include situational aspects respective to the industry, company, and product.
Remember building a grand program doesn’t happen at once, in one defining action. Pursue the service opportunity as a growing process, building momentum, to efficiently support your products.
2. Assess your capabilities. Are you good at servicing product, or do your core competencies revolve around selling? After deciding to implement a service plan, the next decision to either self-support or contract a third-party to develop this process. Will this program be the building block of a new campaign, or is it a technicality needed to fill a vacancy in customer service? These questions are fundamental in moving the agenda forward.
If your core competencies and objectives don’t align with developing a customer service program, don’t expect to find great results in-house. Look for a professional service provider to effectively support for your product long after the sale.
3. Make smart, practical decisions. If there are significant investments needed to fund a comprehensive customer service program, do so strategically. Do not invest in new opportunities without having secure footing. Personnel is your greatest resource. The most technologically advanced facility is ineffective without capable and diligent personnel.
Accurately and thoroughly vet people in charge of your customer service program, both internally and externally. Great people are the foundation for any successful venture and will pay dividends for long-term growth.
4. Be proactive. Forecasting returns and documenting failures are good practice in any repair service. However, the difference maker is dialogue. Engage customers to find their biggest pain points with your product. Use this information to develop a comprehensive program.
5. Consistently evaluate the program, set objects and responsibilities. Build a dialogue around your program. Answer questions about customer expectations and analyze data to shape the goals and milestones for the project.
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