 |
|
Field service representatives require exceptional skill and care when working with customers within their homes or businesses. Their interactions with customers can form long-lasting impressions about a company and ultimately determine if they use the service again.
The interaction they have with customers is a direct reflection on the quality of the service delivered and affects how customers feel about the company. As important as these frontline transactions are, generally little or no feedback is captured from customers unless they are dissatisfied and call to complain.
A frontline employee's cleanliness, manners, service knowledge, etc., along with the actual service, are what affect customer satisfaction. There are many interactions each day, so one problem area can quickly impact a large part of your customer base. It is often difficult to capture this information in a timely, cost effective manner, analyze results, and identify improvement strategies.
eTouchPoint.com for Field Services solves this problem by allowing managers to easily do all of these things. Automated surveys provide the volume of real-time data needed to improve performance and customer satisfaction, which ultimately impacts the bottom line.
Contact us today to find out more about how eTouchPoint.com can help you improve your business!
|
|
|
