Page 344

NORA Oilheat Technicians Manual

Chapter 17 Customer Service Hot Tips — Be on time. Being late, without notification, is the quickest way to get off on the wrong foot with your customer. — Prepare... ask the dispatcher if your company has been to the residence recently and gather appropriate information. — Be careful where you park. Don’t block the customer’s car, drive on the lawn or walk through the flowerbeds. — Set yourself up with a well-organized toolbox. This will reduce the number of trips you need to make to your truck. — Keep track of your calls with a service card hanging near the system. Write the date, your initials, a brief explanation of what you did, the parts you used and the efficiency readings. This card can be a big help with troubleshooting. — The most important service call is the preventative maintenance tune-up. It gives you a chance to look for potential problems and fix them before they occur. This is also a great time to talk to your customer about the possibilities of investing in new energy saving heating equipment. — Do not let the problems of the previous call affect your attitude on this call. — Some customers like to watch you work. It helps to explain what you are doing and make recommendations. Getting the customer involved may sound like trouble, but they deserve to know what is happening. You may be able to show them how they can avoid problems in the future. Involving the customer improves customer relations and may help avoid complaints. — If an expensive part is broken and not covered by the service plan, get the customer’s approval before replacing it. — Always look beyond the symptoms for the cause of the problem. For example, a “bound” fuel unit is often a symptom of water in an oil tank and water in the tank may be a symptom of a rotted fill or vent pipe. Be sure to find and fix the cause, not just the symptom. — Do not discuss one customer’s problems, home condition, or cleanliness with other customers. — Keep a clean, well-organized service truck (photo). It will go a long way to making your day more pleasant. — Be sure to notify your manager about calls that require follow-up for immediate attention. — Pay attention to your personal appearance. Clean and neat projects a professional image. — Keep your “library” of service information and literature up-to-date. — Answer questions from customers honestly and thoughtfully. — The easiest way to upset a person is to discuss controversial subjects such as politics and religion, so do not do it. — Never make a promise you cannot keep. Check first with the service manager, dispatcher or other personnel before making a promise to a customer. — Concentrate on solving the problem at hand. Do not boast of the problems you have solved in the past. — When you are finished, leave the areas around the heating system cleaner than you found them. Tell the customer what you did, show them the parts you replaced, and thank them for the opportunity to be of service. for Successful Service Calls 17-8 Customer Service


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