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service In some instances, an issue will be caused by a
PRODUCT
faulty part: a hose has split, a dryer vent has torn, a
power cord has separated from the plug, etc. Since
you talked to the customer already, you should
have some idea of what part is broken, but take any
parts that you think you might need, and any that
are frequently an issue with the product they have.
Always be prepared!
DID
››› YOU KNOW? TABLE OF CONTENTS
Even if you are confident you will be able to fix the
problem while you are at the customer’s home,
always bring a loaner with you. It is much cheaper
and more efficient to bring a loaner than to have
to return to your store, and then go back to the
service request and scheduled on the Store Planner customer’s home with a loaner.
immediately.
OFF-SITE EXPERIENCE / PRODUCT SERVICE
A customer might be angry or frustrated when they
call or come into the store about a service issue, so
be patient. They might not know the part names
they’re referring to. They could shout or be abrupt.
Good listening skills are a must. Allow the customer
to finish what they have to say—never interrupt,
even if you already know how to solve the problem.
In many cases, letting them vent will not only make
them feel better, but it will make the rest of the
conversation with them much easier, too.
Always restate the problem in your own words You should follow the same standards once you
to clarify the situation with the customer. Keep arrive at your customer’s house—back in with your
restating their description in your own words until truck, if possible; never go inside unless allowed in
you both nail down the actual problem. by someone 18 years of age or older; wipe your feet;
ask where the product is; and then see what you can
A service request is much like a delivery—the Store do. If you can fix it—great! Test it and make sure the
Planner will be updated, you will have paperwork customer knows how to use the product (show them,
to take with you, and you will have to prepare your and then have them show you).
route when you leave the store—but now you will
also need a loaner item loaded into your truck, just If you begin to repair the problem, though, and
in case a repair can’t be made at the customer’s realize it is something that the service center needs
home. Don’t forget the tools you’ll need to get into to handle, let the customer know. You may need to
the product and find the problem, and the tools to let them vent again—that’s fine; they’re not angry
install the loaner product, if necessary. with you, they’re angry with the situation. Once you
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