Code of Conduct

The general code of conduct for onsite technicians involved in field service work and direct customer interaction includes (but not limited to) the following principles:

Timeliness & Punctuality

• Arrive on time for appointments or notify the customer promptly if there are delays.
• Respond promptly to customer inquiries, whether in person, over the phone, or via email.

Professionalism

• Maintain a professional demeanor at all times.
• Dress appropriately and adhere to company standards for appearance.

Safety

• Adhere to safety protocols and guidelines to ensure the well-being of yourself, the customer, and any bystanders.

Confidentiality

• Respect the confidentiality of customer information and refrain from discussing sensitive details outside of necessary channels.

Politeness & Respect

• Use polite language and maintain a respectful tone throughout interactions, even in challenging situations.
• No swearing and avoid using ANY “slang” terminology.
• Treat all customers with respect and courtesy, regardless of their race, sex, religion, situation or their demeanor.
• Use respectful communication when applicable; saying yes sir/yes ma’am, saying Please & Thank You, etc.
• Be respectful of customer’s pronouns if expressed/communicated.

Adaptability

• Tailor communication style to suit the customer’s level of technical understanding and preferences.

Setting Expectations

• Clearly outline what the customer can expect in terms of timelines, outcomes, and next steps.
• Avoid making promises that cannot be kept.

Clarity and Transparency

• Communicate clearly and concisely, avoiding technical jargon unless necessary.
• Ensure the customer understands the issue, the proposed solution, and any necessary steps.

Active Listening

• Listen actively to the customer’s concerns and questions.
• Show empathy and acknowledge their perspective.

Conflict Resolution

• Handle conflicts or disagreements diplomatically and escalate issues appropriately when necessary.
• Try to resolve problems and issues from the perspective that the person will leave a review about their experience.
• Always contact management if there is ever an issue that is beyond normal problem solving and conflict resolution.

Problem-solving

• Be proactive in identifying and resolving issues.
• Communicate any challenges or complications to the customer promptly.
• If jobs go faster than expected, and you have completed the needed tasks/work you were called out for, perform other tasks to fill the time including (but not limited to):
  • General Maintenance Tasks
  • Malware/Security Assessment and/or Clean-up Work
  • Bloatware Removal
  • Performance Tune-up Work
  • System/Hardware Upgrade Advisement
  • Data Backup Advising

Competence

• Perform your duties competently and efficiently, demonstrating knowledge and skills necessary for the task at hand.
• If you are unsure of how to complete a job or task, reach out to management for assistance as to what you should do.

Documentation

• Maintain accurate records of communication with the customer, including agreements, changes, and any additional information relevant to the service provided.

Follow-up (As Needed)

• Follow up with the customer after completing the service to ensure satisfaction and address any outstanding concerns.