The U.S. engineering sector is estimated to generate in the region of $236.9 billion in revenue a year, according to a recent industry report. While the sector is renowned for its superb range of innovations and ideas, it is also known to under-perform in one crucial department: customer service.
Although customer service may not be the main focus of an engineering concern, it does yield immense power. The engineering industry, however, is faced with a range of unique obstacles that can impact the quality of customer service rendered. In turn, poor customer service can result in a decrease in investment and a delay in the development of new products. Thankfully, there are a number of things an engineering concern can do to ensure that its level of customer service will not jeopardize its profitability in any way.
Bridge the communication gap
Effective, clear communication plays a significant role in providing a first-class customer experience. When the customer and the engineering company don’t speak the same language, the level of customer service experienced decreases substantially. Unfortunately, customers and potential customers often find it hard to understand the lingo used in the engineering sector. Although completely unintentional, this can have a very negative impact on the customer experience.
There are a number of ways this communication gap can be bridged. Sales staff needs to be adequately trained both in customer relations and the technical aspects of the products/services offered by the company. The ability to explain complex technical terms in a simple manner is a very useful skill to possess, and can boost the overall customer experience considerably. But it is not only interpersonal communication that has to be clear: the information relayed in everything from product descriptions to marketing material also needs to be clear and concise at all times.
Rely on customer service personnel
Customer service representatives should be fully utilized by engineering firms in a bid to improve their overall customer service. These representatives can render a variety of tasks, including dealing with customer complaints and queries, relaying important information about products/services, and taking orders. While versatile staff members can be advantageous, having a dedicated team on-hand to focus on customer relations can boost both brand loyalty and profitability. According to experts at Polsys, it is important to strike a balance between offering in-demand engineering services and rendering customer service. Successful operators within the industry need to possess the expertise and knowledge to provide a quality service, as well as being dedicated to customer satisfaction. This can set a company apart from the competition.
Compute customer feedback
One of the most effective ways to gauge how your customer service is being perceived is to ask your customers. Engineering companies can obtain customer feedback in a number of ways. Despite being deemed somewhat ‘outdated’ by some, surveys remain a very efficient manner through which to track customer service metrics. Considering that nearly 62% of the world’s population uses the internet, according to Internet World Stats, the internet can also be used to collect customer feedback. Apart from web-based surveys, live chat features and social media interaction can be employed to seek out customer feedback. Once the feedback is obtained, it can undergo an in-depth analysis prior to action being taken to enhance the overall customer experience further.
Customers tend to be loyal to companies that make the effort to listen to them. Engineering concerns can benefit greatly from placing some of their focus on making their customers feel respected and valued.