See Also: Apprentice Lineman Course
REFERENCE
Customer Service - The Importance Of
Customer Service - The Ten Commandments
Customer Service - Employee's Personal Role
Customer Service - Requires Fairly Treated Employees
INTRODUCTORY INFORMATION
This lesson will introduce some important qualities required for successful
marketing. These qualities are important to the worker, contractor and customer,
as well as other groups that depend on a successful and profitable business.
Without profit, businesses cannot contribute to the well-being and success of
the workers, customers, community and the nation. This lesson is about the role
the electrical worker plays in the scheme of marketing. Study this lesson as
though your job depends on it.
LEARNING OBJECTIVES
After completing this lesson, you will be able to:
1. Explain the importance of satisfied customers.
2. Identify those responsible for securing and maintaining satisfied customers.
3. Explain why job performance, behavior and appearance are important to the
future of the electrical work and electrical contractor.
QUESTIONS
To check your answers to the questions above see: Marketing One - Answers
1.
This lesson is about the importance of ____ ____.
11.
Name other groups or people besides the customer and electrical workers who
are interested in the electrical contractor. Give a reason for their interest.
2.
Name three groups of people that have a responsibility to obtain and maintain
satisfied customers.
12.
The company manager of an electrical contracting firm has many pressures from
various groups to provide them with satisfaction. What is the recommended
solution to this problem?
3.
Explain why it is important for employees to contribute to customer
satisfaction.
13.
What can result when customers are not oriented toward quality work?
4.
How can you contribute to maintaining good customer service?
14.
What kind of job performance is expected from the electrical worker?
5.
Marketing can be said to be everything a company does as seen from the
viewpoint of the ____ ?
15.
Has your personal job performance met the expected level as stated in question
14?
6.
Who or what is a customer?
16.
List the characteristics of acceptable job behavior.
7.
Briefly describe the service an electrical contractor can supply to a customer.
17.
Has your personal job behavior met those characteristics stated in question 16?
8.
In many instances, the customer will judge the electrical contractor by the
electrical workers on the job. (True or False)
18.
List the acceptable standards for personal appearance that can reflect the
pride and interest one has in themselves.
9.
Who or what is the most valuable asset to an electrical contractor?
19.
How does your personal appearance on the job compare to the answer to question
18?
10.
Why are satisfied customers the life of the electrical contractor and the
electrical worker?
20.
Several organizational supports are listed in the reference which good
managers will provide in order to have motivated electrical workers. Name the three
you feel are most important to you and explain why?