Providing On-site Customer Service

When you meet customers on their turf, your initial meeting forms the basis of their overall impression of you, your abilities, and your company. You can enhance the impressions you make in the field by using a few tried-and-true techniques. In this course, you'll learn about guidelines and techniques for each stage of an on-site customer service visit: preparation, arrival, service, wrap up, and follow up. You'll also learn how to make a good impression in the field by starting service visits on a positive note, setting clear expectations, listening actively, and working to improve your customer's understanding.

• recall guidelines for preparing for an on-site customer service visit
• identify actions to take when arriving at a customer's home and performing a customer service
• specify rules for wrapping up an on-site customer service visit
• recognize techniques for starting customer service visits on a positive note
• identify examples of customer service pitfalls that can be avoided by setting clear expectations
• recognize statements that reflect active listening
• recall guidelines for increasing customer understanding
• use techniques for ensuring effective and efficient on-site customer service