In need of service department policy and procedures

**tech2tech** · 02-09-2012

I have been hired on as a service manager and my first task is to put in place a policy and procedure manual for doing service calls and all aspects ofthe service department. I am wanting to get copies of other companies policies so I can use it as a starting point. If you can email me a copy of what you use I would appreciate it.

Thanks

**Hemlock** · 02-09-2012

It's a patently bad idea to do something just because everyone else is doing it.

**JustManuals** · 02-09-2012

How much are you willing to spend?

Gregg · 02-09-2012

Not starting off good if your using someone else's rules and regulation list.

**TheOwl** · 02-09-2012

As a service manager, I would be going to my technicians and getting their input.

We don't have a policy on it written in stone, but we all adhere to what we agreed on being a minimum service for each call. Basically this was decided by all of our techs sitting down and thinking about it properly instead of one person making the decision.

If you do it that way, your techs are more likely to adhere to the policy.

**charm5496** · 02-09-2012

Originally Posted by TheOwl

As a service manager, I would be going to my technicians and getting their input.

We don't have a policy on it written in stone, but we all adhere to what we agreed on being a minimum service for each call. Basically this was decided by all of our techs sitting down and thinking about it properly instead of one person making the decision.

If you do it that way, your techs are more likely to adhere to the policy.

This is the best way to do it. Your techs know your customers better than anyone else. Set a minimum standard after talking to everyone in your department and then let it grow from there...find ways to do things better, more cost effective, etc. If you want the employees to "buy in" let them have a say in the process.

**mojorolla** · 02-17-2012

I agree whole heartily with the above statements. The number one reason a customer jumps ship to a competitor is bad service. Why would you want to mold yourself after the company you just replaced?

Buy your techs lunch and pick their brains for an hour.

**Shadow** · 03-07-2012

as service manager I worked with the techs to set the policy and procedure. the only steadfast rule I had was with the clients.
Fix the Customer - listen to what they have to say about the machine and acknowledge that you understand their issues.
Fix the Machine - do your very best to resolve the clients issues, if not call on another tech for assistance.
Fix the Customer - yes I said fix the customer again, acknowledge the issues that you found, have the client operate the machine, and
you don't leave till they are satisfied.

the clients and their end users were so pleased with that concept that I managed to beat out other companies for contracts, the clients words were XYZ has a service department that listens to us and will explain what they did in a way that we understand. Try that with some of these companies out there and see where you get. Trial and error will tell you if the policies are working or not, tech input is the key tou your success.