Section 13: Customer Service & Training 3033-013B
13-8 Concordia Xpress Technical Support Manual
2900-300B
The last phrase in the 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 phrase you begin to understand your
customer’s concern.
Understand your Customer
Asking open-ended questions is the first step in understanding the
customer. Open-ended questions increase communication and your
understanding of the customer’s needs.
Is the machine working? This is not an open-ended question.
The customer will typically answer with Yes or No. Once the
answer is provided, dialogue will stop.
What is happening with your machine? This question will
provide an open door for communication and understanding of
the customer’s concerns.
Additional open-ended questions you may find helpful:
What can you tell me about your machine?
How can I help you?
What is the machine doing?
When did it start?
What have you tried?
How do you clean your machine?
LISTEN
To truly understand your customer, you must listen to what they have to
say. A customer may call in for one issue, but have several concerns that
need to be addressed.
ASK Again
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 what you may have already expected
3. Provide you an invaluable tool that you can use to verify the
repair back to the customer
Use the information the customer provides as clues to a puzzle. 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.
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