Certified Service Center

CSC Edge's Newsletter for June 2016

See past CSC Edge issues here!

THE CUSTOMER CHECKLIST

Sometimes, we should all take a look at service from the customer viewpoint. What is their quality checklist? When does the evaluation process start and how does the customer actually gauge your performance or company image at each step? We can make our own checklist, because our critical factors may all differ somewhat, but for me, as one of those loyal but demanding customers, here is what I would use…

Overall Company Image/Making the Choice:

  • Clean, well-kept facility and/or service vehicle
  • Company signage on facility and vehicles
  • Professionally dressed employees
  • Community involvement/image
  • Professional advertising
  • High ratings or certifications of personnel
  • Manufacturer recommendations
  • Personal past experience
  • Word of mouth from others
  • Friendly, accommodating personnel - both on the phone and in person

Ease of Doing Business:

  • Prompt answering of the phone
  • Prompt call-backs if necessary
  • Ease in understanding the customer’s needs
  • Receive written and detailed service quotations
  • Answer all customer questions
  • Work to schedule an agreeable time to perform the work
  • Give an accurate and reasonable arrival window (and make it)
  • Treat the customer’s home or business with extreme care
  • Be very courteous at all times
  • Explain the work that was done
  • Get the repair done in one trip if at all possible; otherwise, explain fully the need for a return call
  • If a return visit is necessary when can this happen
  • Present a detailed invoice for payment
  • Explain the charges
  • Explain any warranty coverage that might apply
  • Indicate where to call if they have any future concerns
  • Thank them for their business

Sales Follow-up

  • Receive follow-up contact on the quality of work done, and thank them for their business
  • Handle any post service concerns quickly with personal follow up call by management
  • Internal feedback on the quality of service provided

It’s important for all of us to take a periodic look at how we treat our customers and take the time and effort to determine what changes and adjustments we might want to consider. Looking at our processes from the customer’s perspective will help you stay focused and successful.

 

 

Author: Don Pierson, President

Manufacturer Supporters

Motorola
Microsoft
Panasonic
Pioneer
Whirlpool
Sub Zero
Solspeak
Yamaha
Hitachi
Mitsubishi
Parasound
Zenith
Rostra Precision Controls
APDA
Frigidaire
Sony
Philips
Flarion
Samsung
CCM
Haier
Dey Distributing
Kenwood
Thomson
JVC
Toshiba
Sharp
Night Owl Optics