While HCPs continuously ask for service channels that require minimal human interactions, they still need highly-skilled support when issues become complicated. However, in many instances field service technicians dispatched to the site lack effective communication and sales skills, which may create roadblocks in delivering excellent customer experience and developing lasting relationships with customers.
-Are your FSEs fully trained to think on their feet and efficiently respond to your customers’ needs?
-What can you do to close the technical skills and communication gap?
-How can you build a working environment that promotes front-line employees’ confidence and soft skills?