tv management and service
Post on 03-Dec-2015
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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
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__________
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