Do you think of your service engineers as commercial ambassadors? Performing commercial tasks may seem to be out of the remit of service workers, but who’d be better placed to realise opportunities for upselling and cross-selling than those who are in direct contact with your customers.

Ensuring your service teams are in the position to positively contribute to the sales process is a surefire way to quickly increase your service revenue. But how can you help your service teams to get started? In this blog, we discuss the four ingredients that lead to the best commercial recipe.

  1. Optimised communications

First of all, it is important that the service staff have sufficient insight into and knowledge of their own organisation. As soon as your employees are aware of the pros and cons of your organisation, they know where to focus their efforts. For this, it is important that your service staff can provide a sound response to the following questions:

  • What can our organisation be proud of?
  • What do we do better than our competitors?
  • How can we improve our organisation?
  • What kind of customer complaints do we do not want?
  • What values do we want to be associated with as an organisation?

As you will notice, the basis of these questions lies with the company’s standards and values. It is therefore important to communicate these clearly to the employees as well as to foster internal communication.

  1. Service excellence

Good service is the basis for a good customer relationship. When a service employee develops a strong relationship with the customer, trust and goodwill will be built as a by-product. This creates an ideal opening for giving additional suggestions or advice, which can generate additional service revenue. And whilst it is unlikely that an unsatisfied customer will purchase an additional service or product, a satisfied customer will perceive any suggestions as opportunities and appreciate the advice. This creates a win-win situation.

  1. Industry and product knowledge

Having a comprehensive understanding of the customer including their product and service preferences is indispensable in this process. Your service staff must be aware of the latest developments in their field or work, to deepen their expertise and raise their authority on the subject.  This also applies to the introduction of new products or services: when a service employee is well aware of new offers and product releases, they can immediately put these forward to the customer.

4. 360-degree customer view

Here’s how you can mobilise your service employees in the field and empower them to achieve service excellence. By providing service staff with a 360-degree customer view 24/7 via mobile field service software, they are always well prepared and up-to-date. With the right mobile technology in place, service employees can not only address the customers’ needs of the past but also advise on the future. Armed with a comprehensive insight into the customer and the problem, the service technician will arrive on site with the right parts and knowledge which means that no follow-up appointment is required. This not only reduces costs but also saves time and frustration for both parties.

 

Thus, several factors play a role in the process of making effective commercial ambassadors of your service staff. This cannot be achieved overnight. It requires a secure process that maintains the importance of the customer!

Do you want to get more from your service organisation? Download our action paper to read about the impact of Smart Industry and what this means for you.