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National Quality Program Quality Standardization: Interacting with the Customer

National Quality Program Quality Standardization: Interacting with the Customer. Arriving at the Home. Park. Look up Customer. Verify the Work Order. Prepare for Questions. Arriving at the Home. Arriving at the Home. Knock On Door. Perform Indoor/outdoor QC. YES. Perform Outdoor

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National Quality Program Quality Standardization: Interacting with the Customer

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  1. National Quality Program Quality Standardization: Interacting with the Customer

  2. Arriving at the Home Park • Look up Customer • Verify the Work Order • Prepare for Questions

  3. Arriving at the Home

  4. Arriving at the Home Knock On Door Perform Indoor/outdoor QC YES Perform Outdoor Only QC Leave Tag on Door Greet and Explain the process Inside QC ok? YES NO Answer? NO

  5. Interacting with the Customer Who are you?

  6. Interacting with the Customer Will the technician who did my work be in trouble? Are you a better technician than the last technician? Why didn’t the last technician fix everything right? Who can adjust my bill for the time my service wasn’t working? Are you going to fix the problems you find? Can you send someone back later to fix the problems? Can you give me your phone number so I can call you when I have a problem instead of calling Cox? What are you going to do? Why did Cox choose myhome? They have never done that before. How long will it take? Who is your supervisor? Can you give me his number? Can you or someone else come back at another time for the quality check? Is there a charge for a quality check? Who sent you here?

  7. Now let’s check your understanding.

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