mission critical home  service & support  maximizing customer interactions  case study 

introduction  understanding the customer  strategic listening  synchronize 

clarifying with your customer  customer's involvement  deliver  summary 

deliver
course links
maximizing customer interactions
introduction
introduction continued
understanding the customer
understanding the customer's expectations
strategic listening
what should you listen for
what could go wrong
barriers to good listening
synchronize with your customers
complete documentation
communicate that the customer is important and valued
use empathetic statements
use methods that fix the customer
clarify with your customers
confirming
get the customer's involvement
key questions
deliver
communicate
continue to communicate
things never to say to a customer
summary
deliver

Implement the agreed upon plan.
 
Proceed with the plan you and the customer developed.
 
Employ HP resources for the purpose of solving problems or answer questions.
 
Understand all resources available to you and employ them as necessary. For example, you can use the following to interact with the customer:
  • email
     
  • cell phone
     
  • PDA
     
  • beeper


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methods
Implement
 
Employ


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