29
Aug
2017
Difficult Providing Cost-Effective Quality Customer Service
It is difficult getting customer information.
Cannot get service history.
You use multiple systems.
They are not integrated.
It takes time to get all the information.
Problems are sometimes misdiagnosed.
Unknown result.
You manually schedule and track service calls.
Calls get lost.
Delayed response.
The wrong service gets requested.
Result has been uncertain.
It is challenging to schedule the appropriate technician.
It requires the service manager or dispatcher to know the skill level and experience of each technician.
Uncertain determining the best person.
Wrong person has been sent out.
They do get sent back/
Uncertain cost.
Much time is wasted.
Unknown time delay in getting the problem resolved.
You are not able to escalate service calls.
Uncertain setting priority calls and/or customers.
You have missed your service commitments.
Uncertain results.
It is difficult to manage spare parts and to know where they are located.
They are often unaccounted for.
Uncertain how you manage truck stock inventory.
You don’t always maintain compliance with the service agreements.
The technicians do not always know what is covered in each contract.
Uncertain whether they determine that today.
You have to manually track returns.
Uncertain how to check whether it is eligible to return to the original manufacturer.
You have lost money in the past because you didn’t know it was eligible.
You have provided repairs and returns that were not covered.
Uncertain how much you have lost.
The return is sometimes lost.
Duplicated.
Uncertain how much it has cost you.
It is difficult to track to see if certain items are consistently being returned.
Or have been returned before.
You find out after the fact when reports are run.
You could have prevented problems.
It is difficult to track the status of repairs.
You are unable to provide customers with accurate information about repairs.
You manually manage credits to see what the item sold for.
You have to pull up old invoices.
It delays credits.
Credits sometimes get applied incorrectly.
Customers get upset.
You sometimes miss scheduled service for preventive maintenance.
Uncertain tracking the schedule now.It has caused problems with equipment.
You have been liable.
You have had to schedule special trips by technicians.
It has cost you.
It is difficult to forecast needed parts for preventive maintenance.
You sometimes over buy.
It has cost you.
You end of being under stocked.
It has prevented you from servicing your customers.
It is difficult to prioritize and schedule repairs.Uncertain how you are doing it today,
Cannot give customers committed dates.
They change often
Cannot reprioritize items on the schedule according to needs.
It is difficult to communicate with technicians when they are in the field.
Uncertain how they do it today.
They miss your call or message often.
The result has been uncertain.
Technicians don’t always have the information they need.
Uncertain how they are doing it today.
Sometimes they miss information needed for a service call.
Unknown impact.
Uncertain how they update information about the service call.
They have to complete service tickets and drop them off at the office.
Much time is wasted doing that.
It is costly to provide the level of support your customers require or want.
Uncertain how many people do you have in customer support.
Uncertain how much time is spent handling non-urgent calls, such as status of their service, return or repair.
They want 24X7 support.
Uncertain what level of support you are providing today.
It is time consuming and costly t manage returns.
Uncertain how many people you have managing returns.
Much time is spent just answering questions about returns.
Tagged With: Customer Service
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