The purpose of this eBook is to inform service businesses of the importance of providing superior customer service. Included here is a snapshot of how customer service impacts your bottom line and what you can do to deliver outstanding service and stand out among the competition.

1. Best Practices
for Improving
Customer Service

2. Table of Contents
Why You Should Read this eBook
Understanding the Customer Experience
Poor Customer Service and Your Bottom Line
5 Steps to Delivering Exceptional Service
How to Make a Lasting Impression
Choosing the Right Solution for Your Business
The NexTraq Fleet Tracking Solution
Share this eBook
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3. Why You Should
Read this eBook
Customer service can make or
break your business.
With the service industry being so competitive, standing out among the crowd can be
difficult. Not only do you have to deliver exceptional customer service, but you have to
deliver it better than your competitors.
So, what are you doing to keep your customers coming back?
The purpose of this eBook is to inform service businesses of the importance of providing
superior customer service. Included here is a snapshot of how customer service impacts
your bottom line and what you can do to deliver outstanding service and stand out
among the competition.
Feel free to post and share
this eBook with friends,
contacts and colleagues.
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4. Understanding the
Customer Experience
Do you know what your customers are really saying about your business?
In order to evaluate your customer service, you need to gather and analyze customer feedback
and metrics. Without this type of information, you may think your business provides superior
service, but you have no data to prove it.
Customer feedback can serve as an important tool to help you determine where you’re
succeeding and where you need improvement.
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80%
8%
80% of companies feel that they
deliver superior customer service.
8% of consumers think
these same companies
deliver superior
customer service.
8 out of 10 Americans say
they are willing to spend
more to ensure an excellent
customer experience.

5. Poor Customer Service
and Your Bottom Line
When your customers aren’t happy, it’s your business that pays the price. One negative customer
experience can cause a ripple effect, leaving you with lost business and missed opportunities.
Do you really want bad customer service to damage your reputation and your bottom line?
When you deliver poor customer
service, you’re delivering business
to your competitors.
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86%
86% of people STOP doing business
with a company because of BAD
customer service.
On average, consumers tell 9 people about positive
experiences and 16 people about negative experiences.
Positive Negative
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6. Here are 5 steps every successful business should
take to improve the customer experience:
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5 Steps to Delivering
Exceptional Service
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Make a Positive First Impression: First impressions are lasting impressions.
If your business makes a positive first impression on a customer, they are
more likely to give repeat business and refer you to colleagues and friends.
Provide Quick Response Times: Customers don’t like to be kept waiting.
It’s important that your employees arrive on schedule and complete jobs in
a timely manner.
Carry Out Your Promise: If you provide your customer with an ETA, make
sure it’s accurate. Not only that, but make sure the job you said you would
do, gets done. It’s better to under promise and over deliver.
Do it Right the First Time: Carelessness and mistakes can really hurt your
business. Make sure the job is done right the first time, so you can avoid
customer complaints and lost business.
Listen to Your Customers: Your customers want to feel appreciated. It’s
important to engage with and listen to your customers. You can even
create a loyalty program where you provide customers with special offers
or discounts. This will show that you value your customers.

7. How to Make a
Lasting Impression
As we mentioned earlier,
first impressions are lasting impressions.
If you consistently make a positive first impression and deliver great service, you will see an
increase in customer loyalty, retention and referrals.
So, what can you do to make a lasting impression on your customers?
Many businesses are utilizing GPS fleet tracking technology to help transform the customer
experience. How can it benefit your business? With a fleet tracking solution, you can:
Create efficient routes for your drivers and
provide your customers with accurate ETAs.
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Re-route your drivers
on the fly to avoid traffic
congestion, getting
them to jobs quicker.
Ensure your drivers are
arriving to appointments
on schedule by monitoring
vehicle location.
Receive automated job status updates so you
can make sure jobs are getting done on time.
See where your drivers are in real-time, where they have been and how
long they have been there, so you can resolve any customer disputes.

8. Choosing the Right Solution
for Your Business
When you’re ready to take the first step towards transforming
the customer experience, it’s crucial to find the right solution
for your business. Before choosing a fleet management provider, here
are 5 questions to take into consideration:
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How long has the
company been in
business?
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Do they have a proven track
record of industry firsts?
Is the system reliable and easy to use?
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Do they offer top quality hardware?
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Do they offer free, unlimited
and ongoing training?
It’s important to also think about the customer service they offer. If they don’t deliver
exceptional customer service, are they really going to be able to help you improve your
customer service levels?

9. The NexTraq Fleet
Tracking Solution
NexTraq® is dedicated to helping our customers deliver superior service and stand out among
the crowd. Check out how our customers have benefited from the NexTraq solution:
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Interested in seeing if the NexTraq solution
is the right fit for your business?
Visit www.nextraq.com or call us at 800.358.6178.
We look forward to hearing from you.
“The NexTraq solution is an excellent tool that makes you
more efficient and improves customer relations. I guarantee
it has made us more efficient.”
Kerry Taylor, President of Millersburg Electric
“The over-the-road trucking industry is very competitive.
If a customer doesn’t like you, they can easily find another
company. My customer satisfaction has increased since
implementing the NexTraq Fleet Tracking solution.”
Ivan Enev, President of World Way Inc.
“The ability to reroute a driver to a new service request has helped
to improve our processes and ultimately, our customer service.”
Nathan Franklin, Electrical Engineer for Holston Electric Cooperative