Identify the Concerns of the Customers

A field technicians is responsible for the maintenance and repair of RO system installed at custmer's premises. It is very important for him to clearly understand the concerns of the customer. The following figure represents the various activities which should be done before scheduling a visit to the customer's premises:

Check the new requests or complaints registered by the customers 

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Based on the requests/complaints and location of the customer, make a route plan for the day 

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For repairs, anticipate the problem 

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Call the customer to confirm the visit time

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Carry tools and parts accordingly 

Interact with the Customers on Phone 

Prior to visiting a customer's premises for repairing/servicing, it is important to call the customer and ask about the problem in detail. 

The following figure highlighter the to-do list to be followed when on a cell with a customer before visiting the premises:

During a cell with a customer 

• Enquire about the symptoms 
• Ask about the service,  repair,  maintenance and AMC of the equipment
• Identify the problem based on the customer's information
• If the problem can be resolved over the phone, try to do it otherwise commence a field trip 
• Confirm the address and inform about the time of visit 

Interact with the Customer at their Premises 

It is good practice to be humble and respectful towards the customer. The following figure represent how to interact with a customer when visiting the premises for service/repair:

• Smile and greet the customer 
• Listen to the customer's problem/request
• Offer the most effective solution 
• Take feedback of the customer and share with the supervisor