What Your Field Service Representative Wants You to Know

This type, of exchange occurs frequently (fortunately, without the explosion). Something happens to the machine, and no one wants to admit his hands were on it when the problem occurred. However, service technicians generally find out anyway, as they have often made mistakes of their own. They are n...

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Bibliographic Details
Published in:Circuits Assembly 2006-11, Vol.17 (11), p.28
Main Author: Murch, Frank
Format: Magazinearticle
Language:English
Subjects:
Customer services
Humor
Manufacturers representatives
Software
Technical support
Online Access:Get full text
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Description
Summary:This type, of exchange occurs frequently (fortunately, without the explosion). Something happens to the machine, and no one wants to admit his hands were on it when the problem occurred. However, service technicians generally find out anyway, as they have often made mistakes of their own. They are not looking to place blame; they seek to define the problem and solution as quickly as possible. Being honest about the problem saves time and directs the effort to what needs to be checked.
ISSN:1054-0407