The paradox of field service
According to Copperberg AB, the specialist events organiser for the global manufacturing industry
'Only 43% of manufacturers have a dedicated program to train soft skills of their field technicians.'
'Only 41% of manufacturers have dedicated KPI's to track the amount of Sales or upsell derived from field technicians.'
'83% of Service leaders consider their field service business to be a profit center, yet 56% of those same leaders qualify their operations as being ... re-active.' That is the paradox of field service: A world of opportunities confronted by a reality of challenges.
Wondering now why The House of Sales - soon we'll brand The House Of 'Services' - is delivering Services Ambassadors programs already since 2011?
'If you fix the problem, and you also fix the customer, that customer will buy more from you!'