Field Service USA 2015 (past event)
April 20 - 23, 2015
Array
Dan Schiess
National Service Manager Customer Care
Fluid Management Inc.
Creating Additional Value Through Service
Friday, November 4th, 2016
10:05 Panel Discussion: Enacting Customer Transparency: A Necessary Evil Or Too Much Information?
The key to keeping customers happy is ensuring open communication. One challenge service departments face, however, is determining how much, and which, information to share. Our panelists will debate the benefits and risks of sharing, including:
• Deciding how much visibility into service events to allow your customers
• Should customers be able to see the status of service events, whether the tech is onsite, whether tech needed additional help to solve issue, what the ETA is to returning the equipment back to service
• Allowing customers access to the data pulled from their systems
• Deciding how much visibility into service events to allow your customers
• Should customers be able to see the status of service events, whether the tech is onsite, whether tech needed additional help to solve issue, what the ETA is to returning the equipment back to service
• Allowing customers access to the data pulled from their systems