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1.3 Professional Customer Service
Doing your job in a way that keeps cost of service low and pro t margin high also creates customer
satisfaction. That’s being a professional!
1.4 Responding To An Incoming Service Call
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 dif cult to raise the price of a service contract; or charge more for time and mate-
rials than the competetive shop down the street. If your business is to be pro table, 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.
2.
3.
Time of Repair - How long it takes to nd and x a problem.
Time Between Failures - How often are you called to repair any one particular hot tub? How many
times are you called back to x the same problem on the same hot tub?
Parts Usage - Except in rare circumstances, only one part fails. How many parts do you replace
before you nd the bad one.
The Jacuzzi Premium STA 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 STA will help you x your
customer’s hot tub quickly, x it well, and use fewer parts.
1.2 How To Use The STA
The STA was developed by the Jacuzzi Premium Technical Support
Department 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 STA recommends, there-
fore, you will save time by calling technical support after you have
done what the STA tells you to do.
Be
Prepared!
1.
•
2.
•
•
3.
•
•
Phone personnel.
Which staff member(s) takes the initial call? This person is responsible for han-
dling the call, writing up and making sure that the service technician receives all the
information the same day.
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.
Verify the model number, serial number and con rm 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 war-
ranty and then con rm that the owner understands what will and won’t be covered in the event of
a service visit.