Managing Your Customers

July 2015

2

Professional Conduct

● Personal presentation● Vehicle cleanliness and maintenance● Minimise mobile calls● Pay attention to customers needs● Clean PPE● Spare clothes

Classification: INTERNAL USE ONLY

3

Credit Control

● Understanding your customer● Asking customer if there is a problem● Offering solutions as opposed to making demands

Classification: INTERNAL USE ONLY

4

Customer Complaints

● Listen to the customer● Understand the nature of the complaint● Investigate if there are other problems● Offer suitable solutions● Don’t let pride get in the way● Understand your pest management plan

- Explain how it works

Classification: INTERNAL USE ONLY

5

Be Proactive

● Communicate the pest management plan up front● Provide an accurate quote● Provide options● Ask questions

Classification: INTERNAL USE ONLY