Source: www.augment-it.com.au
Topic: Customer Service
Sort Desciption: Customer Service Manual. Augment IT takes good customer service very seriously. We believe that good. customer service is lacking in many industries with ...
Content Inside: Customer Service Manual Augment IT takes good customer service very seriously. We believe that good customer service is lacking in many industries with Information Technology being one of the worst. This brief manual aims to provide a basic reference of customer service hints and tips. It contains nothing new but contains some basics in one handy place to give our customers as good an experience as possible. Be genuine. Nobody likes that forced do you want fries with that? attitude. Be polite and sincere. We do care about the customers problems otherwise wed not be there. Dont be a cowboy (or cowgirl). Theres no point in rushing in with too quick a fix and have to spend a few hours making things work again. Use plain english. Without treating them like a child use language that the customer is familiar with. If they knew what a Packet Classifier was and how they work they probably wouldnt need us. On arrival introduce yourself. Have fun without wasting the customers time or patience. Gauge the situation. Do not disrupt services without notifying the customer or better still asking permission. Do not belittle or denigrate the customers choices in hardware or software. Ever. Dont make promises that cannot be kept. The safest option is to refer the customer back to the office to ensure that they can get an authoritative anwer to their queries. Build a healthy working relationship with the customer. Treat the customer in the same fashion youd expect to be treated in the same situation. Get the job done! Obviously different situations require different approaches. The hints on this page cannot cover every situation but it should act as a reminder of some of the general things we can do to give great service. For our customers peace-of-mind this document will be made publically avail- able. Phone and Fax: +61402 474 232 e-mail: service@augment-it.com.au Web: http://www.augment-it.com.au ABN: 50 424 561 279
