After identifying the issue, the field technician needs to offer solutions. He should explain all the possible solutions along with the cost associated. He should then propose the best solution and let the customer decide whether to go ahead with the given solutions or not.
The following figure shows the steps involved in offering solutions to a customer:
The following figure shows the steps involved in offering solutions to a customer:
Suggest solutions to the customer
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Explain the time for fixing the issue
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Explain the service method - repair or replacement of part
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Explain the costs involved
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Seek the customer's approval for further action
Confirmation of Functionality of the Repaired Module
Once the purifier has been repaired, ensure that the unit is functioning properly with the repaired or replaced parts. The following figure lists the checks that should be performed after repairs are complete:
- Check that all connections are secure
- Check leaks
- Check the flow of water
- Check the TDS of water
Take Feedback from Customer
The last step of understanding customer's concerns is to take feedback from the customer as this is the most important thing for an organization. The procedure as shown in the following figure should be followed:
The time taken to resolve an issue and the difficulties that a customer encountered while communicating the problem should be understood. The misunderstanding observed during the interaction should be clearly documented.
The methods of interaction and behavioral aspects also need to be considered in drawing conclusions after each task or problem handing routine. Getting honest feedback from the clients helps to improve the organizational functioning.
The field technician can get a feedback from filled by the customer at the facility. The following figure shows a typical template for a customer feedback form:
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