Blogs The Benefits of Common Service Language

The Benefits of Common Service Language

July 30, 2024

With digital transformation taking over various field service industries, certain providers face unique challenges such as heavy equipment manufacturers and dealerships when overhauling paper processes. However, a common service language has helped develop the relationship between manufacturers and the dealers that sell, service, and support their equipment in the field. Other leading companies are moving toward a common service language to solve long-standing challenges as well. So, what is it and how does it benefit the field service industry?

What is a common service language?

A common service language, or CSL, is a standardized set of definitions, terms, and processes used throughout a field service organization. It is designed to facilitate clear, efficient, and consistent communication among various stakeholders involved in field services and acts as a common ground for all parties involved, ensuring everyone speaks the same "language" when discussing services, equipment, issues, and solutions.

In the fast-paced world of field service management, clear communication is essential. Service technicians, engineers, dispatchers, back-office staff, managers, clients, and even the technological platforms that support them often use different terminology and data points, so information can get lost in translation. This is where a common service language (CSL) comes in.

What are the benefits of having a common service language?

Improved communication

A CSL eliminates confusion and misinterpretations, leading to smoother communication between teams. For example, dispatchers can clearly explain issues to technicians, who can then provide accurate reports back.

Enhanced efficiency

Consistent terminology allows for faster issue resolution and streamlined workflows. Every second saved through clear-cut terminology directly translates to more efficiency in the field. For example, technicians spend less time clarifying details and more time completing tasks.

Accurate analysis and reporting

When data speaks a uniform language, the narrative it conveys is clearer and more actionable. A CSL lays the groundwork for more precise reporting and nuanced analytics. For example, patterns are more discernible, key performance indicators are measured with greater accuracy, and strategic decisions are informed by reliable data-driven insights.

Improved customer satisfaction

Clear communication with customers leads to a better service experience. A Common Service Language means we avoid confusing customers with technical jargon. Instead, we explain things in a way that's easy for everyone to understand. Customers understand the issue and the resolution process, fostering trust and loyalty.

How to develop a common service language in an organization

Creating a common service language within your organization is a strategic process that only yields benefits. Here’s a step-by-step guide on how to begin building a CSL for your field service management:

1. Identify key stakeholders

Begin by identifying the key stakeholders involved who are essential in the creation and adoption of the CSL. This might include field technicians, customer service representatives, management, or IT personnel. Their input will be crucial as they are the primary users of the language.

2. Conduct a language audit

Gain a complete understanding of the current language, terms, jargon, and communication styles used across different departments and levels of your organization. This will help identify discrepancies, commonly used terms, and any areas of confusion that need to be addressed by the CSL. This will also help identify the gaps and even the strengths within your organization’s various communication lines.

3. Define your core elements

Based on the audit, start defining the core elements of your CSL. This should include:

  • Terms and Definitions: In the format that best suits your needs, create a glossary of terms that are commonly used within your organization, providing clear definitions for each.
  • Processes: Standardize the names and steps of processes, ensuring they are described in a way that is easy for everyone to understand.
  • Protocols: Establish protocols for common scenarios faced by your organization. For example, how to report issues or how to communicate with customers in an emergency.

4. Involve the stakeholders

Going back to step 1, involve the key stakeholders you identified once you have a draft as you are developing your CSL. Their feedback will be invaluable in ensuring it is practical, understandable, and meets the needs of all parts of your organization.

5. Train your team

With the CSL defined, develop training programs to educate all employees on the new language. This can include workshops, manuals, and even quizzes to ensure understanding and adoption.

6. Implement technology support

If you use any field service management software, ensure that the system is updated to reflect your CSL. This includes terminology used in interfaces, reporting, and any automated customer communications.

7. Monitor and adapt

After implementation, continuously monitor how effectively the CSL is being used and how well it's being adopted across the organization. Remain open to feedback and be ready to make adjustments as necessary, understanding that language evolves with time and your CSL may need time to evolve as well.

8. Document and share

Ensure that your CSL is well-documented and accessible to all employees. Regularly reviewing and updating the documentation will help keep everyone on the same page and facilitate the onboarding of new employees.

Building a Common Service Language is a continuous process that requires involvement, patience, and commitment from all parts of the organization but no matter how complex it may get, the benefits far outweigh it. Start simple, and take your time in the audit phase—you may find that it’s just a matter putting puzzle pieces together and framing it for everyone to see.

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Joe Kenny Joe Kenny, VP of Global Customer Transformation at ServiceMax, a PTC Technology, has over 30 years of experience in operations, sales, product development, marketing, and field service. Starting as a mainframe computer technician with the U.S. Naval Security Group Command, he has worked in Asia, the U.S., and Europe. Joe excels in customer relationship management, focusing on clear metrics and exceeding expectations, driving business growth and client retention.

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