AGA XH9703:1997
AGA XH9703:1997 Fundamentals Of Customer Service - Combined Manual And Workbook Provides fundamentals of customer service.
Table of Contents
I.INTRODUCTIONChapterReview
II.PREPARINGFORTHEWORKDAY
PersonalAppearanceandIllnesses
Equipment
ServiceOrderInformation
ComputerAidedDispatch
Attitude
OperationofCompanyVehicles
Appointments
CallAhead
MakeSureYoucanCommunicate
ChapterReview
III.VISITINGTHECUSTOMER'SHOME
ParkVehicleProperly
Smoking
Inner-CityProblemsandConsiderationfor
Non-EnglishSpeakingCustomers
Pets
Identification,EntranceandAttitude
NoAdultatHome-WhattoDo
CustomerUndertheInfluenceorThreatening
RespectforCustomer'sProperty
BeAlert
Irateand/orDissatisfiedCustomer
QuestionsandAnswers
CarefulinSpeech
IndustryTermsandLingo
DiagnosisandRepair
UnsafeCondition
LeakCalls
ProtocolforCOChecks
Fire,RescueandPoliceCooperation
InformationonEnergyEfficiencySavings
InformationonSafetyofGasAppliances
InteriorandExteriorClean-Up
Gratuities
Customer'sTelephoneandBathroom
ChapterReview
IV.TELEPHONEANDRADIOCONTACTS
AnsweringtheCall
ListenCarefully
AvoidSlangorTechnicalLanguage
TransferringCalls
ReturningCustomerCalls
VoiceMailProcedures
TerminatingtheCall
Out-goingCalls
CellularTelephonesandUseofRadios
SpecialNeedsofDisabledCustomers
ChapterReview
V.CUSTOMERVISITSTOCOMPANYOFFICES
PersonalAppearanceandGreetings
Interruptions
PurposeofVisit
CustomerReaction
DoNotCriticizeYourOrganization
DirectingCustomers
SummarizeResultsandExtendFarewell
CustomerBillofRights
ChapterReview
VI.WRITINGTOCUSTOMERS
PrepareYourResponse
ConversationalStyle
AnsweringCustomer'sQuestionsorComplaints
AnswertheQuestion
PromptReplyorAcknowledgment
KeepItPositive
ChapterReview
VII.SPECIALUTILITYCONSIDERATIONS
OffForBill
TurnOn,CollectingPayment
RequestsandInterviewsBytheNewsMedia
RemoteMeterReading
ChapterReview
VIII.PROMOTIONALEFFORTS
AdditionalBurner-Tips
SpecialUsesofGas
ContractServices
ChapterReview
IX.ANSWERSTOCHAPTERREVIEWS