By Rosemary Coates
With few exceptions, the carrier enterprise is considered as a "necessary evil". Servicing items, when they are bought and in consumers' palms, is often neglected and will be a resource of shopper dissatisfaction and revenue loss. This pondering leads to overlooked possibilities to transform clients into advocates and to generate major enterprise revenue.
Complicating box provider operations is the worldwide nature of commercial – the place your buyers are, the place your items are synthetic. Sourcing international components, dealing with the components provide chain and the funding required are the issues that retain managers up at evening.
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Additional info for 42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty
Antennaegate When the iPhone4 lost its signal when it was held in a certain way, Apple offered to provide a free case to every iPhone4 owner. Steve Jobs, Apple CEO, held a press conference to announce the case offering, apologized for the product failure, and explained what steps the company was taking to correct the problem. 4 Not only was this an expensive field repair, but Apple suffered in reputation and lost significant market valuation. The people responsible for this failure left the company.
The people responsible for this failure left the company. So be cautious—you may decide not to make the change based on the financial impact. The costs need to be balanced against customer dissatisfaction and marketplace perception. Rule 14 Pay Attention to Returns RMA numbers are essential to the returns process. Returns and reverse logistics are challenging. Customers consider returns low value and low priority. But the financial impact to your business of getting products and parts back quickly and efficiently can be huge.
Your quality department may want to trace the part to your vendors or correlate defects with other similar defective parts. In addition, when parts are returned, they can be easily identified and set on the path for repair or quality examination. We have a client that could not associate a returned part to a warranty time frame.
42 Rules for Superior Field Service. The Keys to Profitable Field Service and Customer Loyalty by Rosemary Coates