Concordia XPRESS - G.U.E.S.T. Customer Interaction Model

3033-013B Section 13: Customer Service & Training
Concordia Xpress Technical Support Manual 13-7
2900-300B
G.U.E.S.T.
Greet the Customer
How you greet the customer sets the tone the entire service call. The
remainder of the communication, for both today’s service call and future
service calls, will be affected by this initial meeting with the customer.
Providing a professional image is the first step in building a solid
relationship with the customer. Image includes professional attire and
greeting the customer in a professional manner.
When greeting the customer, make sure you:
 Provide a well-groomed appearance – preferably wearing a
uniform
 Introduce yourself: Include your name, the company you
represent and the reason for your visit
 Offer a business card if you have one
 Ask to speak to the person who requested service
Greeting
“Hi, I’m Alex with Awesome Service XYZ Company, is Bob here?
He reported a problem with your Concordia espresso machine.”
(going to get caller)
“Hi Bob, (Hand out business card if you have one) I’m Alex with
Awesome Service XYZ Company. I’m here to repair the problem with
your espresso machine, what can you tell me about it?”
Greeting your customer is the first step in creating open dialogue
between you and the customer.
G
U
E
S
T
Greet the Customer
Understand your Customer
Empathize with your Customer
Solve the Problem
Train the Customer