Section 13: Customer Service & Training 3033-013B
13-10 Concordia Xpress Technical Support Manual
2900-300B
Solve the Problem
This is where you earn your stripes. First and foremost in solving the
customer’s problem is to repair the customer’s machine. Once you have
clearly identified the customer’s concern and expectations, you can focus
your energy on repairing the machine.
Solving the problem, however, goes beyond making the repair. You must
communicate with the customer as well.
Review with the customer what you found, how you addressed their
particular problem, and how the repair you made will help prevent the
problem from happening in the future.
Train the Customer
Your job as a service technician is to fix today's problem and prevent
problems from happening in the future. In a large number of cases,
future mechanical problems can be prevented by properly educating the
customer.
This will require you to fully understand the nature of machine use by the
account. Ask questions that will help you piece together who is primarily
responsible for machine care. This is the person you want to educate.
Discuss the nature of the mechanical failure, and ways to prevent the
problem from happening in the future. Always emphasize the importance
of daily cleaning and the reduction of service that can be expected as a
result. Other important factors are:
Airflow around the re-circulating fans
Keeping the refrigeration compartment free of foreign objects
Changing water filter/softener cartridges at regular intervals
Simple lubrication points
Daily cleaning requirements
Always end your conversation by thanking the customer for their
business.
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