Great customer service is the foundation of any successful service business. Without it, your customers will happily take their business elsewhere. But how do you turn ‘customer service’ into a great customer experience?

Customer Service has evolved in recent years to become Customer Experience, shifting the emphasis from the company delivering the service, to the customer who is receiving it.

“When you adopt the attitude that your customer’s experience is everything, it refocuses your business so that flexibility takes centre stage,” explains Sam La Rocca, National Business Development Manager, “…from flexibility in your technology and systems, management of your KPI’s and maintenance methods, through to reporting and account management. You stop trying to fit your customer’s requirements into your existing business systems and instead, you adapt your models to suit your customer,” continues Sam.

“Facility Managers (our customers) are measured on their tenants’ experience every day, and need to be accessible, adaptable and quick to respond” continued Sam. “Operationally, they need to have the confidence that they can depend on their service providers to respond in an emergency. Their success depends on our employees sharing this flexible attitude and partnering approach, particularly with our customers who are on the frontline.”

“True partnering means taking the time to get to know and understand what is critical to our customer and how it impacts on their ability to do their job and meet their own individual KPI’s,“ continues Sam.  “Cultivating a ‘customer experience’ driven culture improves and deepens relationships to form lasting partnerships…this is something that we are very conscious of and work to improve on every day.”

Precise Air is a multi award winning provider of mechanical services. We have been named by our Industry body ARBS (Air conditioning, Refrigeration and Building Services) as Outstanding Service and Maintenance Provider 2014 and by Spotlight Retail Group as Supplier of the Year – Facilities Management 2015