how to be a really terrible field service organization
DESCRIPTION
All the things you should be doing if you want to be considered a really TERRIBLE field service organization.TRANSCRIPT
REALLY TERRIBLEFIELD
SERVICE
ORGANIZATION
How To Be A
If you are looking to win the award for WORST field service organization of the year…
HERE ARE SOME THINGS YOU
SHOULD DEFINITELY BE DOING
You should start by hiring REALLY UNRELIABLE Field Techs
And then give them…
REALLY FANCY equipment for them to BREAK
Make sure all your field technicians ONLY use the new
iPhone 5 and Apple Maps software to route them to
customer sites
And then REALLY hope they don’t end up
stuck in the OUTBACK
Use Excel to schedule all500 of your employees
Use Excel to schedule all500 of your employees
(AND make them come into the office to pick up a printed schedule every morning)
Make sure your call center reps ONLY answer the phone the
5th time a customer has
called
And when they DO answer, make sure they use a
nice, snarky tone (and
grating voice)
When your techs FINALLY do show up at a customer
site…
Assuming they aren’t hanging with the kangaroos…
Make sure they arrive 2
hours LATE and have ALL
the wrong tools
Don’t communicate with your customers AT ALL
Don’t communicate with your customers AT ALL
Social Media
Don’t communicate with your customers AT ALL
Social Media
Text Messaging
Don’t communicate with your customers AT ALL
Social Media
Text Messaging
Automated IVR Updates
Don’t communicate with your customers AT ALL
Social Media
Text Messaging
Automated IVR Updates
Phone Calls
If being a really TERRIBLE field service organization ISN’T on
your agenda this year…
BUT…
AND YOU WOULD RATHER BE THE
BEST
Then you should DEFINITELY check out
Suite of Field Service Management Solutions
www.clicksoftware.com
AND
OBSERVATO™Track all your business processes
www.realisedatasystems.com