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Customer service is one of the most important aspects of the AV industry. By the end of
this video, you’ll be able to explain the importance of customer service and how to
create a positive customer service experience. You represent your company. As a result, people
will judge your company by your professionalism and courtesy, whether they interact with you
in a meeting or see you driving a delivery truck. The allied trades you work with can
also be considered your customers. Allied trades work together to serve their mutual
clients, but they must also serve each other to be effective. When an allied trade professional
has a question about the AV aspect of a project, he needs your response to be timely and accurate.
Treat allied trades with courtesy and respect, and you’ll be able to expect the same from
them. You have customers inside your own company, too. Your coworker who needs the reports on
yesterday’s service calls, your manager who needs your timesheets, the person in another
department who seeks your help to connect a projector to a laptop – all of these represent
opportunities to apply customer service skills. So, how can you provide great customer service?
Start by learning your company’s customer care policies, including policies on shipping
and COD charges; equipment loans, rentals and returns; offering discounts to customers;
as well as your company’s Internet and email policies. Ask your manager whether these policies
are set in stone. When are exceptions made, and who can authorize them? Learn what you
are and are not allowed to tell customers. Having a firm grasp of company policies will
allow you to provide knowledgeable, consistent customer service. Here are a few more basic
customer service tips to use with your coworkers and end users. Treat internal customers, your
coworkers, as you would external customers, clients and allied trades. Dress professionally,
according to your company’s policies. Honor your commitments. Show people you can be relied
upon. That includes being considerate of people’s time; arrive on time to scheduled appointments
and be sensitive to distracting others. Connect: introduce yourself, smile, and make eye contact.
Maintain a positive attitude: always be happy to help. Listen attentively: ask follow-up
questions, and summarize what you’ve heard to ensure understanding. Be polite, no matter
what the other person is being. If something goes wrong, apologize, sympathize, and whenever
possible, offer a solution. Providing great customer service is rewarding, literally.
When you provide a high level of customer service, your clients are eager to do more
business with you, your coworkers are happier to help you out, and your career advances
faster. No matter what your role in the AV industry is, customer service should be one
of your top priorities. Thanks for watching Customer Service.