Acorto 2000s - Page 161

Section
17: Customer
Service
&
Greeting
your customer
is the
first
step
in creating
open
dialog
between
you
and
the
customer.
The lar;t
phrase
in fhe
above
example
is
the most
important
phrase
you
can
ever
remember.
"What can
you tell
me?"
"How can
I help
you?" Through
their
answer
to this;rhrase
you
begin
to
understand
your
customer's
concern.
Understand
your
Customer
Asking
open-ended
questions
is the
first
stcp
in understanding
the
customer.
Open-
ended-,questions
increase
communication
and
your
understanding
of the
customer's
needs.
ls the
machine
working?
This
is not
an open-ended
question.
The
customer
will
typically
answer
with
Yes or
No. Once
the answer
is
provided.
dialog
will
stoP.
What
is happening
with
your
machine?
This
question will
provide an
open
the
door
for communication
and understanding
of the
customer's
ooncerns.
Additional
open-ended
questions
you
mav
find
helpful:
What
can
you
tell
me
about
your
machine?
How
Gan
I helP
You?
What
is the
Machine
doing?
When
did
it start?
What
have
You
tried?
How do
You
clean
Your
machine?
L'STEN
'fo
tmly
understand
your customer.
you
must listen
to
what
they
have to
say'
A
customer
may
call
in
lbr
one
issue.
but
have several
concerns
that
need
to
be
addrcssed.
ASK
t[gain
Ask
clarifying
questions
to
ensure
that
you
understand.
When.
Where.
How often?
Asking additional
questions
will
accomplish
three
very
important
things:
1.
Provide
information
related
to the
problem area
in the
machine
2.
Verify
wltat
you
may
have
already
expected
3.
provide
you
an
invaluable
tool
that
you
can
use to
veril1 the
repair back
to
the customer
Use the
information
the
customer
provides
as clues
to a
ptnzle. Piece
together
every
event
until
you have
a
clear
picture
of
what has happened,
when
it
happened,
and
how
it
happened.
These
factors
will
help
lead
you to
a
path of
discovery
and
machine
repair.
17-8
Acorto
2000s/i
Technical
SuPPort