When you send a FSR (Field Service Representative) to a Customer site they represent your entire business and not just the support department. Too many times there are accounts of FSRs who were either not well trained or unwilling to assist the customer in any area they considered out of their role.
For a FSR flexibility is the key. Of course any work to be done by a FSR at a customer site needs to be approved, however spending a day travelling to a customer site and not completing additional customer tasks, that could be within the skills set of the FSR, is a wasted opportunity. This flexibility is also a contributor to the 'Great Support' philosophy.
As a minimum, FSRs should have training to cover
For a FSR flexibility is the key. Of course any work to be done by a FSR at a customer site needs to be approved, however spending a day travelling to a customer site and not completing additional customer tasks, that could be within the skills set of the FSR, is a wasted opportunity. This flexibility is also a contributor to the 'Great Support' philosophy.
As a minimum, FSRs should have training to cover
- Training, Classroom or OTJ (On The Job)
- Spares Sales
- Technical Publications
- Assistance with fault rectifications
- Have clear objectives prior to a trip that are agreed by their manager and the customer?
- Have a full understanding of what is expected of them in terms of behaviour in front of the customer?
- Are aware of H&S procedures at a customer site and are in possession of protective clothing and equipment?
- Are in possession of a job satisfaction sheet, for the customer to sign to confirm that the trip objectives have been accomplished?
- Full preparation is completed prior to the visit.
- Time spent with the customer is maximised and most productive.
- FSRs are aware of their responsibility and visit objectives.
- Customers are satisfied by the work done, and objectives achieved.
Copyright 2008 Lime-DS Ltd
