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Steve Alderson

SVP Service Operations

Recent Posts

Engineering Excellence: How technology and the engineer make for excellent customer service

Posted by Steve Alderson on January 13, 2012

In late 2011 we shared some engineer horror stories that we’d heard from our years in the service industry but that’s not the end of the tale, there can be a happy ending. We’d like start 2012 off on the right foot by identifying the engineers who, coupled with the right management and technology, achieve service excellence.

See our top five examples below:

1. The equipped engineer is supported by integrated dynamic scheduling technology enabling them to be in the right place with the right skills and parts to improve first time fix rates.

2. The responsive engineer has the ability to send customers up-to-the-minute-updates related to appointment times or anticipated delays, as well as receive and respond to updates from the office.

3. The engaged engineer is recognised for their efforts through performance management technology, which monitors and ranks performance according to various attributes including customer feedback and cost to serve.

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