If you’ve ever spent any length of time waiting for the cable guy to show up, you know what a miserable experience that can be. Why is he always late? Doesn’t he think your time is valuable, too? As it turns out, it’s almost never the service technician’s fault.
Service calls are often overbooked because of the anticipation of cancellations. When you have too many calls to make, you can’t have the cable guy sitting around waiting until it’s time to go to his next appointment. Overbooking is common, but there may be a better way.
Another reason the cable guy might show up late is because of added priority calls throughout the day. Add that to the possibility he doesn’t have the parts he needs on the truck, getting stuck in traffic, and sending a rookie to do the job of a professional, and there are too many variables to ensure good customer service.
Fortunately there’s a better way. By using a management system designed to account for all these variables, companies can cut down on delays and improve customer satisfaction. If you already know who’s available, where they are, their capabilities, and what’s on their truck, you can be sure to send the right person for the job. Learn more from this infographic.
Infographic courtesy of IFS
Featured Image Courtesy of FreeStockPhotos.biz
