Thanks, KenB, I spent years, honing the customer skills, and it has been paying off. There are common sense steps any tech can take. Like ALWAYS checking their toner inventory, then offering to order it for them, instead of telling them to make a call. Learning, and using their names, keep a list. Use your name," I'm your copier guy, Kevin.". Be cheery, and clean, and consider bringing in some doughnuts to a call on Friday morning. Wear a tie, even if your company only requires a collar shirt. Be the extra mile guy. Turn off the annoying beeps on the control panel. Don't say "You're doing it wrong.", try; "Here's what works with other customers". I could go on. Perhaps I should start a ninja customer service thread. P.S. I have my customers trained to never call on Friday afternoons. Let me know if you want the key to that one.
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