Godrej & Boyce Mfg. Co. Ltd, HO Service, Mumbai
SM 3274 - Page 7 of 23
It is essential that technicians behave appropriately in customers’ premises. Technicians’ behavior reflects
strongly on the customer’s impression on Godrej.
The following is a list of do’s and don’ts for technicians to remember when dealing with customers.
Always note: smoking is not allowed inside any of the Godrej Appliance Division (GAD) and customer
premises.
2.1 Before leaving ASP location
Before leaving the Authorized Service Provider (ASP) location, the technician shall:
Check your toolkit for its completeness as per recommended list.
Ensure adequate spare-parts to be in the toolkit.
Prepare route chart as per allotted service calls and appointments etc.
Re-check customer’s availability by telephoning him/her.
Make sure you will be able to attend the service calls acceptably.
Update yourselves on company’s policies, prices etc.
Study if there is a need to carry specific tools/equipments.
Refer to history of each appliance to be attended.
Check your appearance in a mirror and ensure you look respectable.
2.2 Before entering customer’s premises
Before entering a customer’s premises, the technician shall:
Keeping appointments is compulsory. Customers are impressed with timekeeping.
If you expect to arrive late, genuinely, telephone immediately and explain reasons. It is extremely rude
to cancel an appointment.
Most customers take great pride in their homes that are kept neat and tidy at all times.
Wipe soil off shoes before entering customer house.
Gently push the bell switch and wait for some time for customer to reach the door.
Seek permission and never enter inside without it and then request customer to show the appliance
where it is installed.
If wet in monsoon, wipe your feet.
2.3 While attending service call
Whilst attending a service call at a customer’s premises, the technician shall:
First greet customer formally. Religion, education and social rank influence greetings.
Titles are important and denote respect. Use customer's title and his surname while talking. Professional
customers admire titles like professor, doctor, etc. If someone does not have a professional title, use the
honorific title "Sir" or "Madam". Status is also determined by age.
In different states of India different languages are preferred, hence use appropriate one to suit the
customer, though English/Hindi may be spoken in most cases.
Maintain eye contact while speaking with customer.
Customers do not like to hear 'no,' be it verbally or non-verbally.
Use body language to make you appear more confident, powerful, trusting, etc., as per situation.
