Electrolux EFT 615 Technical Information PDF herunterladen (Seite 8)

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Section 2 Professionalism

Professionalism

Today’s consumer is more demanding than ever. In fact, customer service is more than being tactically sound (scheduling

with urgency, showing up on time, rst-time completes), it’s also about addressing the consumer’s emotional needs. When a

consumer experiences a product failure, they are inconvenienced by having to schedule a service call around the demands of

their day. They want their situation to be addressed quickly and not have to deal with missed appointments, additional waiting

because common parts need to be ordered, more service calls, or even an insensitive technician.

In order to successfully meet the needs of our customers, we ask the following:

Effective Service Management

• Electronic ling via ServicePower (requires internet access)

• Prompt payments to distributors

• Reliable means of contacting consumers

• Efcient management of service referrals (including ease of access for new and returning consumers/customers)

• Commitment to growth strategies that meet current and foreseeable demand in their market

• Dedication to elding a fully trained technician staff and a high level of rst time completes.

Competent Professional Service

We expect our Authorized Service Providers to render qualified service based on their expertise and product knowledge.

Our representative should make the service call to the consumer’s home in suitable service technician attire, equipped

with the appropriate tools, test instruments, and the knowledge to properly diagnose the appliance problem.

Service Call Conduct

1. Greet and identify yourself with a business card and clean uniform. Ensure that your uniform is properly maintained

with shirt tucked in. You will win the consumer’s condence by treating their home with respect. The consumer

determines their perception of your company’s professionalism within the rst 30 seconds.

2. Actively listen to the consumer to hear what they believe is not right with their appliance. Their belief that you are

listening is important.

3. Communicate your ndings to the consumer prior to replacing any part. Assure them that their appliance will return to

normal operation after you have completed the repair, and then proceed.

4. If possible, repair the unit correctly the rst time. Be sure to use the resources EMA has provided by contacting the

Technical Information Department (a resource line that answers technical questions) at 888-842-3660 when you need

assistance.

5. Demonstrate the operation of the unit so that the consumer agrees the problem has been resolved. Doing so will

create value in the consumer’s perception of your service. This will also save callbacks and repeat calls.

6. Leave the area cleaner than when you found it and return any items to their original location.

Electrolux views customer service as the key to competitive advantage and survival in an industry that has no shortage of

manufacturers. Consumers are increasingly discriminating and demand quality in all of their purchases of products and services

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Electrolux EFT 615 Technical Information Seite 8