It’s great if you can also provide data on the service technician who will be handling the appointment, and ideally you provide your customers real-time visibility into when the technician will be arriving and what to expect.Įveryone’s time is valuable. At a minimum, you want to provide confirmation of the appointment both when booked and the day of. There are degrees of good when it comes to how much and how well you can communicate with customers leading up to a service appointment, but know that no communication whatsoever leaves customers guessing and detracts from the seamless experience. When we use Uber, we have real-time visibility of our driver’s location and arrival time. When we order from Amazon, we get an email confirmation and a shipment notification. In the information age, a customer that schedules an appointment with your company online and hears nothing leading up to that appointment may very well wonder if someone is even going to show up. #2: Proactive Pre-Appointment Communication The days of expecting all customers to communicate with your organization in one – or even two – ways are over.
There’s no “one-size-fits-all” method of communication – your customers are going to have varying preferences for how they want to interact with your company, and the onus is on you to meet those needs. If your customer prefers to call your company, does someone informed answer quickly? If your customer likes online scheduling, can they book and confirm an appointment through your website? If your customer reaches out on social media, will their message be noticed and replied to in a timely manner? Do you offer an app that allows your customers to interact with your company? In working to achieve the delivery of seamless service, here are six tips to consider. Customers should never have to work too hard to communicate with your company, to have their needs fulfilled, or to provide feedback. What does seamless service mean? Seamless service removes all potential frustration points for customers – it makes the service experience feel almost invisible to them. As a service organization working to optimize the customer experience, you need to be thinking about ways you can make your company’s service delivery a seamless experience for your customers.
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