Godrej & Boyce Mfg. Co. Ltd, HO Service, Mumbai
SM 3274 - Page 8 of 23
Avoid confrontational behavior or high-pressure tactics. It can be counterproductive.
Do not sit anywhere until told where to sit.
Regret the inconvenience caused due to failure of appliance.
Examine appliance and ask questions in sequence, to correctly ascertain the problem. Customer may not
be familiar with technical terminologies and hence talk in simple language that could be understood by
customer. Sometimes request customer to demonstrate use or what happened that led to problem.
Do not use abbreviations like RDC/BCO or model codes etc.
On examining the appliance, explain (a) what has been found out, (b) you will be able to do instantly or
(c) what can be done etc.
Look for customer’s approval to enable you to do as per your above proposal.
Show method to stay away from the problem in future.
Clean up the work area and appliance, throw the undesired material in dustbin.
Always keep in mind that relationships are built upon mutual trust and respect. In general, customers
prefer to have long-standing personal relationships prior to doing business.
2.4 Before leaving Customer’s premises
Before departing the customer’s premises, the technician shall:
Check the electrical power point where the appliance is connected.
Instruct customer to avoid use of extension power board/wire
Explain benefits of various features of the appliance
Advice the care customer can take to avoid repetition of problems
Diplomatically cover what is and is not covered by warranty/contracts etc.
Availability of accessories and service products, service contracts
Thank customer for calling Godrej Smartcare service and greet him for rest of the day
Smile and inform about your leaving the premises.
Leave behind impression that carries brand creditability and assurance of Godrej Smartcare service.
2.5 For all other ASP team members working indoor
The team members based at Authorized Service Provider (ASP) location for indoor jobs who would also
interact with customer occasionally, need to bear in mind that courtesy and empathy be shown towards
customers visited the service centre. There are visitors/guests who stay too long and those who don't stay
long enough. There are visitors/guests who are too demanding and visitors/guests who are too passive.
The common etiquettes:
Offering visitors a seat and water/tea/coffee in comfortable place
Paying attention to the visitors/guests
Give reading material if extra time is required to complete his/her task
Appreciate guests, GAD and ASP etc.
No whispering
No making insulting, impatient or indifferent comments about accompanying children
No asking unnecessary personal questions
Thanks can be expressed in many forms -- oral, written, or a small present upon arrival or while leaving.
Expressing gratitude is essential.
