Acorto 2000s User Manual page 160

2030-017A
Section
17:
Customer
Service
&
Trainino
G.U.E.S.T.
G
Greet the Customer
U
Understand your Customer
E
Empathize with
your
Customer
S
Solve the Problem
T
Train the Customer
Greet
the Customer
I-low
you
Greet tlre
C'ustomer
sets
thc tonc the entire
service
call.
The
remainder
of
the communication. for both today's service
call
and futlrre service calls.
w,ill
be
aflbcted
by
this initial
meeting
with
the customer.
Providing a professional inrage is the
first
step
in building
a solid relationship with
the
customer.
lmagr: includes professional attire and greeting the customer
in
a
professional
manner.
When greeting the
customen. make sure
you:
'
Provide
a
well
groomed
appearance
-
preferably
wearing
a
uniform
.
Offer
a businr:ss
card if you
have
one
.
Ask to
speak to the person
requested
service
'
Introduce yourself-: Include
your
name, the company your
represent and the
reason for
yorrr
visil
Greeting
"Hi, I'm Alex with Awesome Service XyZ company, is Bob here?
He reported
a
problem with your Acorto espresso machine."
(going to get caller)
"Hi Bob,
(Hand out
business card
if
you
have one) I'm Alex with
Awesome
service XYZ
company. I'm
here
to
repair
the
pro.blem with your
espresso
machine, what can you
tell
me about
it?"
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N
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Acorto
2OOOsii
Technical
Support
tt-t