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Meeting the customer's wants will go a long way towards improving satisfaction with quality of
after-sales-service. You the reader as a service personnel play a key role in meeting many of the
customer's wants. Some of the important tips are given below for your perusal.
* Arriving on time (and apologizing if unavoidably late)
* Greet the customer in a polite and friendly manner, showing an awareness of the
appliance problem you have come to repair.
* Being professional...personal neatness, standard tool kit, courtesy.
* Listen, show concern.
* Making skillful diagnosis. Asking the customer for symptoms and zeroing in on the problem to
get facts.
* Making positive comments about the air-conditioner.
* Demonstrating that you are highly trained and competent.
* Repairing the air-conditioner right the first time.
* Showing respect to customer, the air-conditioner and the home.
* Using neat work habits and carefully cleaning up after the repair.
* Checking out the air-conditioner after repair to make it's working properly and that there aren't
other problems that may soon occur.
* Explaining what went wrong with the air-conditioner and what was done to repair it. Not
"talking down" to the customer.
* Explaining the bill and skillfully dealing with any concerns about the charge.
* Giving the customer hints or tips on the use of the air-conditioner or on how to avoid future
problems.
REMEMBER: Price is what the customer pays. Value is what the customer receives from the
whole repair experience. Satisfaction with the charge is a function of the price-value relationship.
By meeting the customer's wants you can increase the value and increase their satisfaction with
quality of service
YOU NEVER GET A SECOND CHANCE TO MAKE A GOOD FIRST IMPRESSION
Safety Precautions
Godrej & Boyce Mfg. Co. Ltd, HO Service, Mumbai
SM 3274 - Page 4 of 23
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