Acorto 2000s User Manual page 161

Section 17: Customer Service
&
Greeting your customer is the
first
step
in creating
open
dialog between
you
and the
customer.
The
lar;t
phrase
in fhe
above example
is the most important phrase
you can
ever
remember. "What
can
you
tell me?" "How
can
I
help
you?"
Through their answer
to
this;rhrase you
begin
to understand
your customer's concern.
Understand your Customer
Asking
open-ended
questions is the
first
stcp
in
understanding
the customer.
Open-
ended-,questions increase
communication and
your
understanding
of the
customer's
needs.
ls
the
machine
working?
This is not an
open-ended
question.
The
customer
will
typically answer
with
Yes or
No.
Once the answer is provided.
dialog
will
stoP.
What is happening with your machine? This
question
will
provide
an
open the
door for communication
and understanding
of the customer's
ooncerns.
Additional
open-ended questions
you mav
find helpful:
What can you tell
me
about your machine?
How
Gan I helP
You?
What is the Machine doing?
When
did it
start?
What have You tried?
How do
You
clean Your machine?
L'STEN
'fo tmly
understand
your
customer.
you must listen to what they
have
to say'
A
customer
may
call
in lbr
one issue.
but
have several concerns that need
to
be
addrcssed.
ASK
t[gain
Ask clarifying
questions
to
ensure
that you understand. When. Where. How
often?
Asking additional
questions
will
accomplish three
very important things:
1.
Provide information
related to the
problem
area
in the machine
2.
Verify wltat you may
have
already expected
3.
provide you an invaluable tool that you can
use
to veril1
the repair back to
the
customer
Use
the information the customer
provides
as
clues
to
a
ptnzle.
Piece
together every
event
until you
have a clear picture
of what
has happened,
when
it
happened, and
how
it
happened.
These factors
will
help lead you
to a
path
of
discovery
and
machine repair.
17-8
Acorto 2000s/i
Technical SuPPort