Page 341

NORA Oilheat Technicians Manual

What customers want when things go wrong Customers want their heating system to function properly. When there’s a problem, they want it taken care of quickly. When something goes wrong, they want action, NOT excuses. They want you to fix the problem and let them get on with their day. They want you to be respectful of them, their property and their time. Instead of quietly taking their business elsewhere, the complaining customer is telling you, “I care enough to tell you something is wrong. I am willing to stay if I get some satisfaction.” It may sound strange, but the first thing to say to a complaining customer is, “Thank you for telling us about this problem. Your satisfaction is very important to us and I will do all I can to set this right.” Customers want to be treated in a way that suggests that the company cares about them and about fixing the problem. Customers generally do not expect service providers to be perfect, but they do expect us to care enough to repair the problem with a minimal amount of inconvenience. The steps to problem solving • Listen to the complaint: If the customer is upset, let them vent. You have to deal with emotions before you can solve Chapter 17 Customer Service Chapter 17—Customer Service 17-5


NORA Oilheat Technicians Manual
To see the actual publication please follow the link above