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NORA Oilheat Technicians Manual

respond poorly. When you are in this frame of mind you are no help to your customer, your industry, or yourself. If you start to become angry, tell the customer that you need to go to your service van. This will give you a chance to calm down, decide whether you can solve the problem, or if you need some help from the office. Explain to the customer, “I am sorry, but if you continue to yell at me, I can’t do my job. Please let’s both calm down so that I can help you.” If all your attempts to calm the customer and yourself fail, it is time to leave. Quietly gather up your tools and leave. Do not say anything that can make the situation worse. Never criticize the work of others Never criticize the work of anyone, regardless of whether they work for your company or another company. If the customer says something like, “Gee, the man that was here last time didn’t go to this much trouble,” explain that everyone has their own approach to problems, every problem is different and you are doing your best to solve this particular problem. If one of your fellow technicians has made a mistake, take the matter up with him privately so he will not make the same mistake again. Do not criticize your customer’s heating equipment. Remember, your company may have sold and installed it. If the equipment is obsolete, suggest an upgrade. Your customer may be pleased to hear they can save money and avoid more service calls. No one in your industry can build customer goodwill as well as you can. Remember, you are usually the only person from your company that your customer problems. Be prepared to listen more than talk. Say things like, “I understand why you are upset; I would be angry too.” Never disagree with the customer. Remember, this is not a personal assault. Do not react with hostility. Remain calm. The idea is to separate the problem from the customer’s emotions so you can both work together for a solution. • Calm them, reassure them, apologize, and get the facts: Say to your customer, “I am very sorry this has happened. Let me see what I can do to straighten this out. Tell me exactly what happened from the beginning.” This will get them into a rational, problemsolving mind-set. • Enlist their help: Ask them what you can do to set it right. Ask them what the company must do to satisfy them. • Cooling-off Period: Inserting a “cooling-off” period in the middle of the problem solving process may be helpful. You can “cool-off” the situation by saying you want to review some manuals in your truck or discuss this with someone in the company who has solved a similar problem. At this point, you may also decide that the service manager should step in and help solve the problem. • Investigate: Now is the time to thoroughly troubleshoot the situation to find the cause of the problem. • Offer the Solutions: Explain the cause of the problem and offer the customer a solution. Abusive customers— when is it time to leave? At some point, you will encounter an abusive customer who may push you to the limit, make you angry, and cause you to 17-6 Customer Service Ask yourself : “How did I leave their heating system?” and “What did I say about my fellow employees and company?” Make your “moments of truth” good ones. You hold our reputation in your own hands. Chapter 17 Customer Service


NORA Oilheat Technicians Manual
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