MANAGEMENT and SERVICE

Making solid business decisions Applying ethics throughout all your

actions Achieving versatility Making wise decisions about choosing

parts and service vendorsMaintaining a focus on your customer

needs.

Reasons for Customer Satisfaction and Dissatisfaction The reasons for satisfaction

fall under the broad categories of caring about the quality of the repair, reliability, understandable advice, responsiveness and professionalism.

Reasons for Customer Satisfaction and Dissatisfaction

The reasons for dissatisfaction include lack of timeliness, unreliable repairs and service, poor planning and inadequate service, unreasonable charges and lack of communication.

SATISFACTION

Professional treatment (customer was treated well)

Knowledgeable service personnel

Service representatives communicated and listened well

SATISFACTION

Some part of the service was outstanding

Service representative demonstrated the proper operation of the product

DISSATISFACTION

Repair took too much time Never did repair the

problem Poor planning and

inadequate service

DISSATISFACTION

Service representative disagreed with the customer

Service representative never returned or called back

DISSATISFACTION

Service center had to order parts. The parts order took a long time.

Unreasonable charges for the quality of service

DISSATISFACTION

Service center never returned the product

Finding Success Through People Skills

……most of us would rather work with “something technical” rather than “something that involves people.”

Finding Success Through People Skills Building Ethical

Relationships Building and Maintaining

Communication Tracking Service Request

Finding Success Through People Skills Using management and

Scheduling Software Talking with the Customer Repair Checklist

Building Ethical Relationship

Exercise of trust, professionalism, and equity.i.e. Doing business in an ethical

way requires that we maintain consistency, firmness, and honesty whenever we make decisions and provide services.

Scenario

An employee of a television repair company arrived at the customer site and, after several minutes, realized that he did not have the parts needed to complete the repair.

Scenario

An employee of a television repair company arrived at the customer site and, after several minutes, realized that he did not have the parts needed to complete the repair.

Scenario

Already behind the schedule and not wanting to tell his superior that he had not packed the proper parts, he wrapped aluminum foil around the blown fuse.

Scenario

The technician had previously endured a verbal reprimand for the same type of oversight and did intend to return the next day with the proper fuse.

Scenario

Unfortunately, as often happens, the employee did not go back to the site because of a heavy schedule and personal plans.

Scenario

As you probably already suspect, the original intermittent power supply problem resurfaced, and started a fire in the customer’s house.

Scenario

Not surprisingly, the customer sued the television repair company and the employee lost his job.The publicity surrounding the case eventually forced the company to close its doors.

Scenario

The unreasonable fear of an employee turned an easily preventable situation into a horror story. The story illustrate the negative consequences of unethical actions.

Scenario

The dishonest act of replacing a fuse with a piece of foil showed complete disregard for the technician’s customer and employer.

Scenario

Although none of us may make the crucial error of overriding a fuse, we should remember that ethics covers a large number of situations.

Scenario

Although none of us may make the crucial error of overriding a fuse, we should remember that ethics covers a large number of situations.

SERVICE CENTER Job No.XXXX

Address/Telephone

Troubleshooting Checklist

Customer Name (Last, First Middle) Tel./e-mail/cell#___________________Date___________Customer Address______________________________________ Time : Log-in hh mm ss Log-out hh mm ss

INFORMATION SYMPTOM ANALYSIS

Brand Name: ___________ From your observation write all the symptomsModel Name: ___________ of the Television receiver.Serial No: ______________ ___________________________________Source Voltage: _________ ___________________________________Source Frequency: _______ ___________________________________Power Capacity: ________ ___________________________________Screen Size: ___________ ___________________________________Chassis Color: __________ ___________________________________

DIAGNOSIS COMPONENTS

How old is the TV receiver?________________________________ Defective Component/s:_________________First time to repair?_______________________________________ _________________When the last time the TV was repaired?______________________ _________________Background/scenario that cause the trouble: (kindly elaborate in details)

_______________________________________________________ Replacement/s: ________________________________________________________________________ ________________________________________________________________________ ________________________________________________________________________ _________________

CL

AIM

STU

B N

O. X

XX

X C

ustomer N

ame:___________________________ A

ddress:_____________________ (Job N

umber) T

echnician:___________________________ Date:_______________

(Signature above the printed nam

e)M

odel N

ame:____________S

erial No.___________S

ource V

oltage:___________Sou

rce Freq

uen

cy:___________Pow

er Cap

acity__________

Scenario

Although none of us may make the crucial error of overriding a fuse, we should remember that ethics covers a large number of situations.

Meralco Foundation Institute Job No.0125 MFI Bldg.,Ortigas Ave.,Pasig City Telephone: 632-0756 loc 601-602

Troubleshooting Checklist

Customer Name Fernando Buendia Basera Contact # 0917-9248063 Date/Time Customer Address 45-F P.Concepcion St.Tugatog, Malabon M.M. Log-in 07-01-01 9:45 AM Log-out 07-02-01 3:15 AM

INFORMATION SYMPTOM ANALYSIS

Brand Name: ___________ From your observation write all the symptomsModel Name: ___________ found in the television receiver.Serial No: ______________ ___________________________________Source Voltage: _________ ___________________________________Source Frequency: _______ ___________________________________Power Capacity: _________ ___________________________________Screen Size: ___________ ___________________________________Chassis Color: __________ ___________________________________

DIAGNOSIS

How old is the TV receiver?________________________________First time to repair?_______________________________________When the last time the TV was repaired?______________________Background/scenario that cause the trouble: (kindly elaborate in details)

____________________________________________________________________________________________________________________________________________________________________________________________________________________________

CL

AIM

STU

B N

O. X

XX

X C

ustomer N

ame:___________________________ A

ddress:_____________________ (Job N

umber) T

echnician:___________________________ Date:_______________

(Signature above the printed nam

e)M

odel N

ame:____________S

erial No.___________S

ource V

oltage:___________Sou

rce Freq

uen

cy:___________Pow

er Cap

acity__________