5
1.3 Professional Customer Service
Doing your job in a way that keeps cost of service low and profit margin high also creates customer satisfaction.
That’s being a professional!
1.4 Responding To An Incoming Service Call
1. Phone personnel.
•
Which staff member(s) takes the initial call? This person is responsible for handling
the call, writing up and making sure that the service technician receives all the in-
formation the same day.
2. Determine the customer complaint.
•
Determine whether this is a service call or a maintenance issue that can be handled
over the phone.
•
Saving you (the technician) time and the company money should be a priority.
3. Verify the model number, serial number and confirm that this is the original owner of the spa.
•
The original owner is the only one covered under the terms of the warranty.
•
Know what components are covered under the terms of the warranty, the length of time of the
warranty and then confirm that the owner understands what will and won’t be covered in the
event of a service visit.
1.0 Standard Troubleshooting Approach (S.T.A.)
1.1 Why A Standard Troubleshooting Approach?
Service prices are basically set by local industry and geographic region. Stiff competition in the service industry
has made it difficult to raise the price of a service contract; or charge more for time and materials than the com-
petitive shop down the street. If your business is to be profitable, you must control the overall
cost of service
.
The total cost of service is made up of many individual factors, but three in particular are more important than
the rest combined:
1. Time of Repair - How long it takes to find and fix a problem.
2. Time Between Failures - How often are you called to repair any one particular hot tub? How many times are
you called back to fix the same problem on the same hot tub?
3. Parts Usage - Except in rare circumstances, only one part fails. How many parts do you replace before you
find the bad one. The Jacuzzi Hot Tubs S.T.A Manual has been designed to help you control the overall cost
of service by focusing on the three important aspects of your job outlined above. The S.T.A will help you fix
your customer’s hot tub quickly, fix it well, and use fewer parts.
1.2 How To Use The S.T.A
The S.T.A was developed by the Jacuzzi Hot Tubs Technical Support Depart-
ment and is designed to be the communications link between you and your
customers. If you call for help on any symptom covered in this book, you will
be told to do what the S.T.A recommends, therefore, you will save time by
calling technical support after you have done what the S.T.A tells you to do.
Be
Prepared!
Summary of Contents for Premium J-315
Page 45: ...45 Appendix...
Page 62: ...62 Notes...
