 If you provide on-site service in a customer’s home,
be sure to step back from the door when the customer answers and wait for an invitation to come inside (vs. moving right in on your own). Also, don’t enter other rooms, especially when the door is closed, without permission. Customers appreciate the respect shown for them and their property. Plus it makes your service call go a lot more smoothly from there on out.
Experienced telephone service technician
When handling a customer on the telephone, don’t leave long silences when you’re jotting notes or making entries to your computer system. Let the customer know what you’re doing. For example, “OK, I’m entering this into our system so we have a way to track your request.” This way you don’t leave the customer annoyed by feeling ignored or wondering if you’re even still on the phone!
Help Desk staff, computer services company
Technical service providers almost always save themselves time by taking more time up front to fully diagnose the customer’s problem before implementing a solution. Avoid the “I’ve heard this one before” attitude, and truly size up the customer’s situation. “This one” just might be different! You can avoid re-work and avoid aggravating your customer.
HVAC technician, mechanical contractor
If you work in the hospitality or tourism industry, be sure to read the brochures and web site material that your company uses to promote services to customers. Don’t just familiarize yourself with all the services, price packages, etc. Look at what expectations this marketing material creates in the customer’s mind. Find ways to be prepared to deliver on that, because that’s what the customer is expecting.
Banquet services manager, resort hotel
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