When you hire technicians, your first priority is ensuring that they can perform their job. Do they have the knowledge, skills, and abilities to repair a washing machine, install a furnace or troubleshoot that troublesome software? If they don’t yet have the specific skills you’re looking for, do they have the experience and capacity to learn them on the job?
Too often, however, one question that service organizations fail to ask is whether or not the techs they hire have the proper people skills to deal with customers on a daily basis.
Now, let’s not confuse a field tech with a salesperson tasked with converting a skeptical prospect into a customer. While field techs don’t have to worry about being persuasive like their sales team counterparts, good customer service skills are important for any employee who interacts regularly with clients. After all, if a customer finds an interaction with your tech unpleasant, you may lose a client even if the tech did a great job.
To keep reading, click here: 4 Simple Service Rules Every Field Technician Should Follow