Mobile Workforce Scheduling: Mutually Beneficial for Employers, Customers and Technicians

Smartphones and similar devices are everywhere. This is not news; these kinds of technology are commonplace today than ever before. If you go to any public space, you will encounter people holding their rectangular smartphones and tablets down to read from, or in the air in attempts to capture the present moment. It is pretty normal to encounter a group of people hanging out together with no verbal communication happening, each person’s nose buried in their phone, the LED lights from the screens illuminating their faces.

Today, 2.6 billion people worldwide are smartphone users, and this number is expected to just keep growing. While growth has leveled off in the North American and European markets, less mature markets such as those in the Middle East, Asia and Africa are expected to see some huge growth in the next five years. The number of smartphone users is expected to jump to 6.1 billion by 2020. With the world population expected to reach a bit shy of 8 billion people by that time, it can be expected that soon there will be more smartphone users in the world than there will be those without.

This kind of mobile technology has a reputation for being a distraction in the workplace. However, mobile technology, when used in such a way, can be harnessed in the workplace to increase productivity. In fact, some ways are so obvious, it’s a wonder some places still rely on paper and outdated desktop management systems.

ClickSoftware has worked to create a system of workplace management that operates using mobile devices, quieting this false perception that mobile devices serve no purpose in the workplace. By merging workplace schedule management with the widespread integration of smartphones into daily life, ClickSoftware has found ways to increase productivity and customer satisfaction while cutting administrative costs and smoothing out the often complicated scheduling processes.

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5 Tips for Handling Unhappy Customers

There are more ways than ever before for your customers to voice their satisfactory and frustrating experiences with your business, product or service. Each positive and negative comment can make or break your next potential customer. It is important to handle each customer interaction with patience and care.

1. Listen

Customers become disgruntled for many reasons, some justified and some not so. The first step to properly resolving conflicts with unhappy customers is to listen to what they’re telling you. Make sure your customer feels heard, despite your feelings about their concerns.

Hastily responding to an unhappy customer by trying to forge a solution too soon can backfire and cause the customer to become more upset. Often times, a customer is just looking to vent and know their message is being heard, and so immediately cutting to a solution will leave the customer feeling like you didn’t take the time to listen to their needs.

Maintain proper body language. Keep eye contact, nod your head and stand up straight. Look attentive.

2. Empathize

Think back to your last dissatisfactory service experience as a customer. We’ve all faced it at one time or another. Why were you upset? What caused it? What did you want the employees to do or say to rectify the situation?

Empathy is a powerful social skill that can help you to strengthen your customer service abilities. Simply letting your unhappy customer know that you see where they’re coming from and you understand their feelings can go a long way in breaking tension and resolving conflicts. Seeing the situation from their vantage point can help you better assess how to resolve it. If you were feeling how they were feeling, what would you want?

3. Sympathize

Respect and understanding are so important when dealing with unhappy customers. As stated earlier, unhappy customers want to know their complaints are being heard. Actively sympathizing and expressing remorse for their unpleasant customer experience can be the first step in conducting damage control, especially when interacting with unhappy customers on social media, where they can be unrelentingly cruel and their complaints can be viewed by hundreds of thousands of people.

4. Resolve the Conflict

Many times, customers simply want to share a dissatisfactory experience with a manager or business owner, and leave it at that. But often, you will have a customer who wants you do to something for him or her to repair the situation. It’s always best to do all that you can to rectify the problem and turn your unhappy customer into a happy one.

Going out of your way to accommodate a customer’s needs makes them feel special and will leave them with a positive story to share with friends and family. If you can, give the customer more than he or she asks for. By going above and beyond their own expectations of your service, you can make that person feel like your most valued customer.

5. Look For a Way to Improve

Don’t forget, customer feedback is the surest way of finding out if anything is going wrong within your business. While it’s easy to get defensive when faced with criticism, remember that each critique is an opportunity to improve your product or service, so listen carefully to what your customer is saying. If it is a complaint you’ve heard from other customers at different times, perhaps it’s time to reassess that element of your business and look to see where it can be improved.