Your customers are your biggest advocates and can be a great source of word of mouth future business referrals. Your client base might remember you if you treat them well but more importantly they will not forget if you do not meet their expectations. That’s why customer service is a vital part of the security system business.
The safety products industry is a competitive place and customers are looking for the best value service they can get, in every sense of the word. Money may often seem like an obstacle but when they invest in a product or service, your customers expect you to treat them better than ever.
But what do we actually mean by customer service, and how can security system distributors and installers can achieve it?
What, actually, is a GOOD customer service?
Alongside a full portfolio of products and services,
- A professional team of installers with extraordinary skill set,
- A round the clock customer care team and
- The availability of spare parts
are essential for the delivery of exceptional customer service by a security system installation business. Let’s ponder over them in brief.
● Providing Positive Customer Service over the Phone
As a security installer, your customer care centre will be receiving hundreds of customer calls every year. On an average, almost 40% of the calls received by utility installers are from existing customers to report faults. Thus, your repeat customers must be treated effectively and efficiently.
Go through basic checks such as their appliance’s serial number, equipment model name and its location as to identify and even resolve the problem over the phone.
● On-Spot Customer Service Techniques
Some of your customer’s query cannot be resolved over the phone. Such situations call for professional installers to visit the site.
You engineers are the next link in the customer service chain. Their performance and the quality of their work are essential in uplifting your service and help solidify your relationship with your customers.
● Readily Available Equipment and Spare Parts
The next critical step in the good customer care ladder is the availability of necessary equipment and spare parts. Keep your devices, resources and spare parts stocked. Investing in automation can also bring a positive impact to your customer’s experience.
The Bottom Line
Though good customer service should be at the heart of every business, the overly competitive market for installers makes it a business vital. The better your support to your client’s problems, the greater you stand out from the crowd. Manufacturers like Texecom are also here to help. After all, you are also our customers!