Since digital innovations have begun to deliver higher standards of customer service in some areas, consumers’ expectations have been raised across the board. Uber, in particular, has raised the bar for customer experience by delivering quick, reliable, on-demand services that are cheaper than the competition.
As consumers, we now want the same level of service when booking a doctor’s appointment, organizing internet service, finding a repairman to fix a broken washing machine, or even simply ordering a pizza.
What does this mean to deliver excellent field service? The service provider shows up on time, at the right location, they have the right skills, the right tools, and the right information to get the job done the first time.