In developing service and maintenance selling processes, one area we can create great consistency is if we define how we as a company want our service calls to be executed each and every time. Rarely will any call actually be perfect, but we define the steps and big concepts within the service call so as a company our teams of service technicians can deliver a WOW experience each time since we hit the big process points of how we want the call to execute. If we define the steps, and then train around those steps, we have the ability to take an average call and make it exceptional for the customer experience. Inside this best practice we look in detail at what a company may consider defining and also at the actual call process. Develop your own but align it to your company brand promise and deliverable.
Each company must have a process to define the operational execution for a service call. The Perfect Service Call process is the "idea," however there are multiple steps in the delivery of the actual experience. Learn the process and study your own processes, then refine it to be the best in the market.
Run Time: 25:10
Use this one-page template to define the process for your service professionals when it comes to the client conversation. The intent of this one-pager is to create your company version -- to facilitate a one-page format for service teams to train and practice, but also as a guide ahead of the call. It should be part of the standard operating procedure (SOP) of any company to control client experience, sales processes, and the "how" and "why" of a sales discussion.
1 Page Document