The Service Council recently reported the results of their latest survey of leading global service organisations. Their report concluded “In the business of customer service and service delivery, people are the product” - and went on to point out that “those who work with customers to solve issues and add value quite often are the only organisation representatives that come in direct contact with customers”.
Our latest executive briefing “7 secrets to ensuring that your field force is aligned and engaged” suggests seven specific ways you can help to ensure that you’re building the sort of highly-aligned and engaged workforce that will allow you to anticipate and address the rising tide of customer service expectations - and create a field service offering that will enable you to stand out from the crowd.
You can read the full document here, but in the meantime, here is a summary of our recommendations:
1: Focus on behaviours - not just tasks
If you’re to fully engage with your workforce and ensure that you are doing all you can to realise their potential, you can’t afford to focus only on the things you need them to do. Scheduling resources and managing tasks are just part of the picture. It’s how jobs are done, and not just what is done, that influences the achievement of outcomes.