Ideas on Customer Service Guide

[jeanette1976]

I'm making a call out/ collection guide for the engineers at work and need some help on what i can put in it.

So far, I've said how to handle calls, ie what info (job order no's and plant sites) they need before going, what infor they need on arrival and thought i'd better add more stuff, but what?

I've added that they need to look smart and have a presentable lorry and professional manner, but stuck on what else to write. Its only 2 A4 so far but its supposed to be a handbook!

Any ideas or suggestions I can add would be most helpful! XXXX

[saxy_jag]

You might mention something about equal ops - not making assumptions about clients' race, gender, sexuality, age, disability etc etc., and respecting everyone as an individual.

[mccfluff]

contact numbers for the engineers, ie sales, accounts, parts etc

[mccfluff]

health and safety stuff if they are visiting other sites to make sure they sign in, find out about fire procedures etc

[kazminx]

maybe a complaints procedure? well they cant all be perfect and customers are pains in the ar6e!!!