1 customer relations & business practices customer expectations

1CUSTOMER RELATIONS & BUSINESS PRACTICES

CUSTOMER EXPECTATIONS


It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.Henry Ford

Here is a simple but powerful rule: always give people more than what they expect to get.Nelson Boswell


WHO IS YOUR CUSTOMER?

What is customer service?

The process of satisfying the customer, relative to a product or service in what ever way the customer defines as meeting his or her needs and having that service delivered with efficiency, understanding and compassion.

EVERYONE


Remember that it is the customer who ultimately pays you.


As a service tech or even working on a renovation project in an occupied building you will be around a lot of people who will be watching………indirectly.

If you’re working on a customer premise remember to keep your hands clean when working around finished walls.


Customers hate seeing hand prints and smudges all over the inside of their buildings, think about how you would feel if this was your house.


One of the biggest complaints that customers have is that the installers left a mess.

People’s desk should be covered at a minimum, with a trash bag to keep dust of the desk and computer.

All trash should be picked up right away and rugs should be vacuumed, most companies provide a small 5 gallon wet/dry vac.


Customers really love it when you stand on their furniture to pull cable….

THIS IS HOW FURNITURE GETS BROKEN, AND COMPUTERS, KEYBOARDS, ETC.


Ladders and cable boxes should all be kept to the side so that customers can easily pass by without going through an obstacle course.

In some cases you may have to set up cones around your equipment.


Remember you are a visitor, you do not own the hallways or spaces and should conduct yourself appropriately.

This means accommodating everyone on site.

If you need to get into an occupied office, then schedule a convenient time for the customer when you can come back.


If you break a ceiling tile, fess up, let the customer contact know.

They usually have extra tiles laying around and they will appreciate the honesty.

DON’T THINK THAT NOBODY WILL NOTICE, IT WILL PROBABLY BE CAUGHT ON CAMERA.


PARKING:You are not allowed to take up all of the parking spots up front by the building.

If unloading the service van leave walkways and entryways open and clear for all pedestrians.


Accommodating customers on site may slow you down a little, which means you will have to move on to another task.

Ask the customer for a convenient time to come back and schedule accordingly.

Doing this does get noticed!

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CUSTOMER RELATIONS & BUSINESS PRACTICES

BEAR THIS IN MIND:One unhappy customer will let everyone know they’re not satisfied.

One happy customer may tell a couple of people of their good experience.


The more you impress your customer contact the more likely it is that they will request you for any additional work that needs to be done in the future.

This happens more than you think, the contact person will call your company and request your presence personally because they’ve been impressed with your work.


Many times the customer will ask you to install an extra location, (MAC’s) move, adds & changes.

If this happens during the cabling process work with the customer and document all MAC work.


When performing service work you will have to interface with many different people and you will have to ask a lot of questions to determine what the customer wants.

This will require good listening skills…..

In the following slides you will be asked some simple questions, lets see if you can answer them correctly.


WRITE YOUR ANSWERS ON A SEPARATE PIECE OF PAPER.

I. Divide 40 by a half and add 15, what is the total?

II. If it takes two men two days to dig two holes how long will it take one man to dig half a hole?

III. How many animals of each species did Moses take onto the arc?


IV. You are a cyclist in a cross country race. Just before crossing the finish line you overtake the person in second place. What place did you finish in?

V. In a year there are 12 months. 7 months have 31 days. How many months have 28 days?

VI. I do not have special powers but I can predict the score of any football game before it begins. How can I do this?


VII. Add the following numbers in your head.Start with 1000.Add 40Add 1000Add 30Add 1000Add 20Add 1000Add 10 What is the total?

1 customer relations & business practices customer expectations

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