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NORA Oilheat Technicians Manual

Chapter 17 Providing Astounding Customer Service Chapter 17—Customer Service 17-3 Service technicians— oilheat’s ambassadors As a service technician, you will have more face-to-face contact with customers than any one else in the oilheat industry. Therefore, you are one of your industry’s most important ambassadors. What you say, how you say it, what you do, how you act, and how you look all determine how customers feel about you, your company and oilheat. Your customers trust you to take care of their problems and keep them comfortable. Your company’s and your industry’s reputation is in your hands. A good attitude and good people skills are just as important as your technical ability. Providing exceptional service is important and this chapter has tips on how to deliver it. What’s in it for you? When a customer requests a specific technician, writes a letter of recommendation, or tells their friends good things about your company, it is because of your technical skills, your attitude and your people skills. Raises and promotions are often based on people skills too; your managers know when you deliver good service. Why extraordinary service is so important Many interesting studies have been conducted to determine what impact service has on customers’ attitudes. One popular study examined why customers leave one company for another. Of the customers leaving, 66% said they switched because lack of interest in the customer by the company’s service providers. Fourteenpercent left because of unanswered complaints. Whether customers leave or stay depends on your work. One important customer satisfaction study found that most customers do not complain. For every one complaint you hear you have 20 unhappy customers and 6 very angry ones who do not call. Complaining is too much trouble and they do not know who to complain to. However, they do get even. Seventy percent of disappointed customers would rather punish the service provider than complain. They take their business elsewhere and then tell their friends about it. The average upset customer will tell ten friends and 18% of them will tell more than 20 people! This means for every complaint you get from an unhappy customer, at least 270 people have heard something bad about your company. The good news is that whenever you exceed your customer’s expectations, they will be pleased. Happy customers will tell at least five friends about the experience. The only way to be sure that your customers are saying nice things about you and your company is to make sure every customer is thoroughly satisfied. The key to successful customer relations is to put yourself in your customer’s place—to treat your customers as you would like to be treated. Do the job right Chapter 17 Customer Service


NORA Oilheat Technicians Manual
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