10.7 The Perfect Service Call – A Technician Call Procedure

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The Perfect Service Call - A Technician Call Procedure

Utilize the “Perfect Service Call” approach as a set of ideas to create your own service call strategy. The key is to create a platform, remain consistent around delivery, and to effective at training for the deliverable. Training comes behind the process, so define what it is you want from your technicians and then you can work through skill enhancement.

Perfect Service Call - Going Electronic on Invoicing and Tracking Systems

All companies need to define the process of operating a demand service call to ensure the technicians understand the expectations and that training can be applied to the approach - what we may refer to as "brand promise delivery." Part of the "Perfect Service Call" process is choosing when we may want to move to electronic systems to process invoices, service agreements, and ultimately tie back to the tracking of metrics (KPI's). In this video segment we review the fundamentals of moving from a manual or paper system to an electronic system. There are many areas that need to be addressed to successfully transition into the E-commerce platforms, so take a few minutes to learn how, and also how it integrates into the perfect service call approach!

Run Time: 43:33

Perfect Service Call Process

The service department needs a standard process for how to run a call -- what the company wants to occur in its brand experience across all areas of the call. Utilize this as a template to determine how you want your service department to operate. It is the recipe to train and practice upon and ensure execution.