Section 13: Customer Service & Training 3033-013B
13-6 Concordia Xpress Technical Support Manual
2900-300B
Value-Added Service
Equipment repair is the basic responsibility of a technician. The
technician's responsibility is to master the ability to troubleshoot and
solve difficult problems. This, however, only addresses one aspect of the
repair. The most important job of a technician is to understand the
customer’s perception of the problem. Only when you address what the
customer perceives as the problem have you provided customer Service.
Forming a strong relationship depends on your ability to provide effective
customer service. Most customers are indebted by the service you
provide. After all, they have customers too, and it is a difficult
conversation when they have to tell their customers that the machine is
broken, not to mention their lost revenue. To further illustrate the level of
indebtedness, consider how many times you have been offered
something in return for the service you provided (e.g. "Can I get you
some lunch?”).
Each time you contact a customer, you have potential to build equity.
Equity is like a bank account. When you have a positive experience with
a customer, you make a deposit. Customers remember you and your
ability to provide what is right for them. Each opportunity to service a
customer must be capitalized in the most constructive means possible.
As you provide solid customer service, establish a good relationship and
build equity, you will find that your customers begin to trust you. Trust is
important when making decisions that you know are in the customer's
best interest. Would you recommend a piece of equipment to a customer
who you know had no faith in your abilities? Maybe, but you probably
would not be successful.
CUSTOMER SERVICE, RELATIONSHIPS, EQUITY and TRUST are the
foundations the true goal: A VALUE-ADDED SERVICE. Partnerships are
give and take. You give great service; you take the benefit of being able
to suggest new ideas. The customer gives your ideas credence; they
take the benefit of your customer service. When added all together, the
customer wins because their equipment is working and making money.
You win because you can recommend more reliable equipment and
make your job a more enjoyable. Your company wins because they reap
the benefits of a solid reputation and potential new sales.
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