How can you communicate your estimated time of arrival and service completion to customers?

This is one of the best practice an FSE should follow in their day to day work life. This will give customer a level of confidence & trust. 1) Make sure to check your calendar & mark it before planning a visit. 2) Give a tentative arrival schedule +- 30 mins to make your arrival plan more practicle. 3) If any delay is happening then make sure to update your customer on same & tell the situation. 4) An SMS or an Email is a good option to remind them about your plan before 2 days.

Implement automated call systems to inform customers about the estimated arrival and completion and also create an avenue for customers to be able to track the progress and receive updates on their service request at any point of time. Do not forget that consistency and transparency are key in maintaining customer satisfaction during the service process.

Using tracking system to connect customers with field engineers promotes transparency and also improves response time. However, this technology is still ineffective in developing/underdeveloped countries where issues of low internet penetration and erratic power supply are stubbornly persistent.

First, you must know the causes of the problem, develop plans and solutions, estimate the time, and the most appropriate solution to solve it through engineers with high experience and skill. Then, a time plan is made to reach the client at the specified and agreed upon time. This is done by providing the necessary tools and means for easy access of technicians and engineers to the customer’s location.

Communicating the estimated time of arrival and service completion to customers is crucial for providing a positive customer experience in field service engineering: 1. Use a Service Schedule 2. Automated Text Messages 3. Send email Email Notifications 4. If you have a website provide a Live Chat Support 5. Phone Calls to the customer to confirm the appointment and provide the Estimated Time of arrival 6. GPS Tracking 7. Send calendar invitations or event reminders to customers 8. If you have a mobile app, send real-time to customers about the technician's progress and when the service is expected to be completed 9. Clear Communication 10. After the service completed, provide customers a summary including work done, any recommendations

It's helpful, as in some restrictions area service engineer will require pass to enter the company. This can happen after confirmation from customer. If there is any delay from customer then customer should inform service engineer.

One thing I have found helpful is taking a moment to confirm your scheduled appointment, as your acknowledgment helps us maintain an efficient and well-coordinated service. This ensures that all necessary arrangements are in place, and any potential adjustments can be addressed promptly for a smooth experience.

Once you confirm your appointment and arrive at the committed time then you have stood to your words. Then the rest of the part can be communicated and adjusted during the visit.

By proactively reminding your customer, you increase the likelihood they'll be ready and prepared, reducing the chance of missed appointments, which wastes your time and resources. This reminder allows the customer to adjust their schedule if needed and prepare any necessary materials or information for your visit.

Prior to the scheduled service, send appointment confirmations to customers via email, Phone, WhatsApp, Teams or SMS. Include details such as date, time, and the assigned technician's name. This minimizes uncertainties and reinforces customer expectations.

It's better to communicate that you will arrive with a delay than fear a bad reaction and leave the customer guessing. Put yourself in the other position and think how you would react, not how you think they will react. You'll find that people are more understanding in reality than you might think. They also have to deal with many external factors influencing their planning.

Acknowledge the inconvenience the delay may cause and genuinely apologize for the disruption. If possible, suggest alternative plans or options to minimize the impact on the customer, such as suggesting a different delivery timeframe or proposing a temporary workaround.

In case of unexpected delays or changes, proactively communicate with customers. Send timely updates via text, email, or any other phone notifications, explaining the reason for the delay and providing a revised ETA.

Effective communications is imperative to the field services engineer. For example: cancellation of service from one site in order to proceed to another. I believe communication needs more attention since I had an experience not in a non-effective communication setup. A software centralized to the 3rd party supports which prompts notifications for the sudden change in schedule will be helpful.

When this situation happens genuinely need to communicate to customer by email or phone call or else need arrange the alternative option

During appointment confirmations, set realistic service windows. Avoid overcommitting and ensure that customers have a clear understanding of the time required for the service. Transparent communication builds trust.

Effective communications to the clients is the best way to handle hard clients. Explaining them in layman's terms the troubleshooting you made, the possible causes and remedy solutions that can be done. This way you are able to set their expectations when recurrence of such a problem arises. And also you are ensuring the clients that you are not at fault when the same problem occurs like most of them do. ??

Muchas veces, en una reunión, con tal de satisfacer la opinión de un cliente, se ofrecen expectativas irreales que no podemos cumplir, seamos siempre honestos a la hora de ofrecer lo que estamos diciendo, el no cumplimiento de lo prometido provoca siempre desconfianza para una próxima reunión.

In my context, I implement a ticketing system that includes automated notifications. I utilise the ticketing platform to update customers on estimated arrival times and service completion through emails, SMS, or within a customer portal. This ensures clear and timely communication throughout the service delivery process. I also make sure to give a call a day before to confirm the appointment.

Some tips I have learned are: Provide a realistic timeframe: Base your estimate on historical data, current workload, and potential unforeseen circumstances. Buffer in some wiggle room for unexpected delays. Offer a range instead of a single pinpoint time: This sets realistic expectations and allows for adjustments if needed. For example, "between 10:00 AM and 12:00 PM" is better than "10:30 AM sharp." Also make sure you specify the communication channel for updates: Will you send texts, emails, or call directly? Let the customer know how they'll be kept informed.

Communicating with customer after service is an effective way of sustaining the integrity of a business. Improves customers satisfaction, builds long lasting relationship with customers, helps to get proper feedback on the quality of service rendered and also gives the business a competitive advantage by emphasizing its commitment to customers satisfaction.

Post-service, follow up with customers to ensure their satisfaction. Express gratitude for their patience, inquire about the service experience, and provide contact details for further queries or support.

I usually give the customer a call after a week or two, not because I want to improve his appreciation of my services or company, but because I do care. It's a matter of one's scale of perspective.

Effective communication of ETAs and service completion not only enhances customer satisfaction but also contributes to the overall efficiency and professionalism of field service operations.

Ensuring nature of breakdown with remote interaction to early diagnose & confirm root cause will make it possible to assess service time.