CUSTOMER RELATIONS & BUSINESS PRACTICES

1. CUSTOMER RELATIONS & BUSINESS PRACTICES CUSTOMER EXPECTATIONS

2. CUSTOMER RELATIONS & BUSINESS PRACTICES • It is not the employer who pays the wages. Employers only handle the money. It is the customer who pays the wages.Henry Ford • Here is a simple but powerful rule: always give people more than what they expect to get.Nelson Boswell

3. CUSTOMER RELATIONS & BUSINESS PRACTICES WHO IS YOUR CUSTOMER? • What is customer service? • The process of satisfying the customer, relative to a product or service in what ever way the customer defines as meeting his or her needs and having that service delivered with efficiency, understanding and compassion. EVERYONE

4. CUSTOMER RELATIONS & BUSINESS PRACTICES • Remember that it is the customer who ultimately pays you.

5. CUSTOMER RELATIONS & BUSINESS PRACTICES • As a service tech or even working on a renovation project in an occupied building you will be around a lot of people who will be watching………indirectly. • If you’re working on a customer premise remember to keep your hands clean when working around finished walls.

6. CUSTOMER RELATIONS & BUSINESS PRACTICES • Customers hate seeing hand prints and smudges all over the inside of their buildings, think about how you would feel if this was your house.

7. CUSTOMER RELATIONS & BUSINESS PRACTICES • One of the biggest complaints that customers have is that the installers left a mess. • People’s desk should be covered at a minimum, with a trash bag to keep dust of the desk and computer. • All trash should be picked up right away and rugs should be vacuumed, most companies provide a small 5 gallon wet/dry vac.

8. CUSTOMER RELATIONS & BUSINESS PRACTICES • Customers really love it when you stand on their furniture to pull cable…. THIS IS HOW FURNITURE GETS BROKEN, AND COMPUTERS, KEYBOARDS, ETC.

9. CUSTOMER RELATIONS & BUSINESS PRACTICES • Ladders and cable boxes should all be kept to the side so that customers can easily pass by without going through an obstacle course. • In some cases you may have to set up cones around your equipment.

10. CUSTOMER RELATIONS & BUSINESS PRACTICES • Remember you are a visitor, you do not own the hallways or spaces and should conduct yourself appropriately. • This means accommodating everyone on site. • If you need to get into an occupied office, then schedule a convenient time for the customer when you can come back.

11. CUSTOMER RELATIONS & BUSINESS PRACTICES • If you break a ceiling tile, fess up, let the customer contact know. • They usually have extra tiles laying around and they will appreciate the honesty. DON’T THINK THAT NOBODY WILL NOTICE, IT WILL PROBABLY BE CAUGHT ON CAMERA.

12. CUSTOMER RELATIONS & BUSINESS PRACTICES PARKING: • You are not allowed to take up all of the parking spots up front by the building. • If unloading the service van leave walkways and entryways open and clear for all pedestrians.

13. CUSTOMER RELATIONS & BUSINESS PRACTICES • Accommodating customers on site may slow you down a little, which means you will have to move on to another task. • Ask the customer for a convenient time to come back and schedule accordingly. • Doing this does get noticed!

14. CUSTOMER RELATIONS & BUSINESS PRACTICES BEAR THIS IN MIND: • One unhappy customer will let everyone know they’re not satisfied. • One happy customer may tell a couple of people of their good experience.

15. CUSTOMER RELATIONS & BUSINESS PRACTICES • The more you impress your customer contact the more likely it is that they will request you for any additional work that needs to be done in the future. • This happens more than you think, the contact person will call your company and request your presence personally because they’ve been impressed with your work.

16. CUSTOMER RELATIONS & BUSINESS PRACTICES • Many times the customer will ask you to install an extra location, (MAC’s) move, adds & changes. • If this happens during the cabling process work with the customer and document all MAC work.

17. CUSTOMER RELATIONS & BUSINESS PRACTICES • When performing service work you will have to interface with many different people and you will have to ask a lot of questions to determine what the customer wants. • This will require good listening skills….. • In the following slides you will be asked some simple questions, lets see if you can answer them correctly.

18. CUSTOMER RELATIONS & BUSINESS PRACTICES WRITE YOUR ANSWERS ON A SEPARATE PIECE OF PAPER. • Divide 40 by a half and add 15, what is the total? • If it takes two men two days to dig two holes how long will it take one man to dig half a hole? • How many animals of each species did Moses take onto the arc?

19. CUSTOMER RELATIONS & BUSINESS PRACTICES • You are a cyclist in a cross country race. Just before crossing the finish line you overtake the person in second place. What place did you finish in? • In a year there are 12 months. 7 months have 31 days. How many months have 28 days? • I do not have special powers but I can predict the score of any football game before it begins. How can I do this?

20. CUSTOMER RELATIONS & BUSINESS PRACTICES • Add the following numbers in your head. Start with 1000. Add 40 Add 1000 Add 30 Add 1000 Add 20 Add 1000 Add 10 What is the total?