REFRIGER) QHELELEGRGE * |ATION SERVICE ENGINEERS SOCIETY AOE Customer Relations = HEAT PUMP COURSE AZT SURERORGREREOGED 700-252Caos After completing this Lesson, you will be able to: = Explain why the role played by a service technician as a representative of his or her company is so important. Demonstrate the most effective way to begin a service call, and describe ‘hat constitutes proper appearance and attire. ‘= List common questions that may be used to gather information and establish rapport with the customer. Explain the necessity of a properly completed service invcice, Outline for the customer the steps that willbe taken while performing maintenance, and review the process for completing a service call Discuss the importance of leaving the customer with a positive opinion of you and your company. (© Copyight 2004 byt Reigaraton Savico Enginars SocimM Lesson 32 =e i Customer Relations Deon JHE DICTIONARY DEFINES A CUSTOMER AS “A PERSON WHO BUYS, ESPECIALLY | ‘one who buys regularly.” All companies and their employees depend on customers, especially those who buy regularly. To compete successfully in your marketplace, you must show a high regard for the homeowners who call you for services. Customers become regular customers only when you convince them that their needs are as important to you as they are to them. Every one of your customers wants the best value for his or her money, and “value” is always defined in terms of customer perceptions. Your customers form opinions about your company based directly on how you present yourself to them on a service call. You are the company to them. A first- class repair job is negated in the customer’s mind if you do not conduct yourself in a professional and courteous manner. No company can afford to provide employment to a technically proficient service technician who loses customers by being discourteous. As a result, you must present a professional image of your company to the customer. Each customer is a vital part of your business and deserves the same treatment. As a ditect representative of your company, you have a very important responsibility This Lesson discusses the practices that technicians should observe when performing service calls. Routine maintenance is the key to the reliability and 790-202