Do’s and Don'ts of front office executives / Technicians

Don't : Don’t confuse the customer without understanding the customer’s question ?

Do’s : Answer customer’s query/question to the point appropriately.

Don't : Don't give any wrong delivery commitments.

Do’s : If there is a delay , then call back the customer and inform him the reason of delay and the time
when you will get back to him.

Don't : Don’t answer customers question (when you don't know the solution / you don’t understand his
question) just because you have to say something.

Do's : Paraphrase customers problem/ re-confirm the same before troubleshooting.

Don’t : Don’t hear customers half hazard and start troubleshooting as per your mind says.

Do’s : Have to escalate the calls to seniors for any kind of decision making, queries and customer
handling.

Don’t : Never try to resolve any irate customers by your own.

Do’s : Have to capture walk-in customers information without fail.

Do’s : Have to check whether the bottles are filled with water.

Do’s : Have to ensure cleanliness in the branch.

How to divert customers intention when asking for a quote ?

Have to

What to say when customer compare our service to the competetitors ?

What and how to describe our spare quality features to customers ?

How to build customers trust during interaction ?

How to convince and hold the customers who are in urgency ?