You can't fix it if you don't face

摘要

Several years ago, I wrote an article about "repeat" service calls, and after listening to several industry insiders, this seems like a good time to re-examine the subject.Like many things in our industry, repeat calls are referred to by several different names-repeats, reworks, call-backs, etc. Regardless of what you call it, a repeat service call is a huge inconvenience for your customer and a needless expense for your company.To appreciate the significance of the issue, we really need to look at it from all sides-the Customers, the Company's, the Service Manager's and the Service Technician's.