ELE/N3101 = Engage with customer for service.
Description = This OS unit is about interacting with customer to understand their requirement with respect to problem in the appliance.
Scope = This unit/ task covers the following:
1) Interact with the customer prior to visit
2) Interact with customer at their premises
3) Suggest possible solutions to customer
4) Achieve productivity and quality as per company’s norms.
Element
1) Element Performance Criteria Interacting with customer prior to visit.
To be competent, the user/ individual must be able to:
PC1. check customer complaint registered at customer care or installation schedule
PC2. call customer to confirm problem and fix time for visit.
PC3. greet the customer and confirm the problem registered.
PC4. be polite and patient when interacting with customer.
PC5. check about warranty status of appliance and annual maintenance contract.
PC6. anticipate possible problems to carry tools and parts accordingly.
PC7. ascertain customer location in order to make the route plan for the day.
2) Interacting with customer prior to visit.
To be competent, the user/ individual must be able to:
PC1. check customer complaint registered at customer care or installation schedule.
PC2. call customer to confirm problem and fix time for visit
PC3. greet the customer and confirm the problem registered
PC4. be polite and patient when interacting with customer
PC5. check about warranty status of appliance and annual maintenance contract
PC6. anticipate possible problems to carry tools and parts accordingly
PC7. ascertain customer location in order to make the route plan for the day.
3) Suggesting possible solutions to customer.
To be competent, the user/ individual must be able to:
PC13. discuss the problem(s) identified with customer
PC14. suggest possible solutions and costs involved
PC15. explain the time required and methodology for servicing necessary
PC16. seek customer’s approval on further action
4) Achieving productivity and quality
To be competent, the user/ individual must be able to:
PC17. accurately assess the problem and solution(s) necessary
PC18. offer most appropriate and cost-effective service as per customer’s requirement.
PC19. communicate problem effectively in order to secure customer’s confidence
PC20. ensure customer satisfaction and positive feedback
PC21. record minimum customer complaints post service
PC22. avoid repeat problem post service
PC23. prepare most optimum route plan to complete daily target visits
Knowledge and Understanding (K)
Knowledge and Understanding (K)
A. Organizational Context
(Knowledge of the company / organization and its processes)
The individual on the job needs to know and understand:
KA1. company’s policies on: customer care
KA2. company’s code of conduct
KA3. organisation culture and typical customer profile
KA4. company’s reporting structure
KA5. company’s documentation policy
B. Technical Knowledge
The individual on the job needs to know and understand:
KB1. company’s products and recurring problems reported in consumer appliances
KB2. how to communicate with customers in order to put them at ease
KB3. basic electrical and mechanical modules of various appliances
KB4. electronics involved in the type of appliance
KB5. models of different appliances and their common and distinguishing features
KB6. functionality of different features of appliances and new features
KB7. etiquette to be followed at customer’s premises
KB8. precautions to be taken while handling field calls and dealing with customers
KB9. relevant reference sheets, manuals and documents to carry in the field.
Skills (S)
A. Core Skills/
Generic Skills
Reading and writing skills
The individual on the job needs to know and understand:
SA1. how to read product and module serial numbers and interpret details such as make, date, availability
SA2. how to note problems on job sheet and details of work done
Professional Skills Interpersonal skills
The individual on the job needs to know and understand how:
SB1. to put customer at ease and generate customer’s confidence
SB2. to listen carefully and interpret their statement of symptoms
Communication skills
The individual on the job needs to know and understand how:
SB3. to seek inputs at assess the problems
SB4. how to communicate in local language
SB5. how to educate and inform customer about contractual issues such as warranty, cost of service and module replacement
SB6. to educate on precautions to be taken post repairs to avoid recurrence of problem
Behavioural skills
The individual on the job needs to know and understand:
SB7. importance of personal grooming
SB8. significance of etiquette such as maintaining the appropriate physical
distance with customer during conversation, not entering bedroom without permission
SB9. importance of being patient and courteous with all types of customers
SB10. being polite and courteous under all circumstances
SB11. importance of maintaining clean surface/work area
Decision making skills
SB12. decide on the spot on whether interaction of customer with supervisor is necessary or not
SB13. when to call customer care and close the call after work is done to customer’s satisfaction and documentation is complete.
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