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summary
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The previous lessons have reinforced the importance of the Mission Critical customer
and have provided specific skills, techniques and methods for successfully working with
the MC customer. While the methods discussed above would be applied to any customer,
they are especially critical to employ when a MC customer is involved. The MC customer
must be served in the most professional way. The quality of work performed by the MC
RCE must be at the highest possible level; errors in handling the customer or technical
remedy are not acceptable since they negatively impact both the customer's business
and their experience with HP. Let's look at what has been presented: Fully Understand the customer and the situation. Capture all relevant facts, details and other information about the customer's request. Be aware of the customer's mood so you do not mismatch styles. Pay attention to the customer's expertise level so you do not sound condescending. Listen for words that indicate the customer's expectations so you can plan to meet, exceed, or re-set those expectations. Use questions to Clarify the whole situation. Fill in for gaps in information that you need to begin your work. Always remember to Verify what you think you know. The confirming process is vital to ensuring that you and the customer are synchronized so far. The customer must verify that you have the correct understanding of the request. Get Customer Buy-In whenever possible to allow the customer to be involved and have a sense of control. They cooperate more when they are part of the solution. Deliver what you promised and always keep your promises. Broken promises lead to broken trust on the part of the customer and will severely hamper your abilities to serve the customer. Follow Up after the request and work is completed to ensure that there are no loose ends and the remedy was appropriate. |
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