Daikin style service-rules-in_english

After Sales Service Division,
Daikin Industries, Ltd.
April 1, 2014 (Revised)
[Action FC]
Daikin-style Service Rules
(Ver. 1.0)
Service Engineering Action Guidelines
(Ver. 1.0)
- All actions for the customer -
For the Customer
Do whatever each can do for the customer
< Combined manual for service engineers >

April 1, 2014 (Revised)
[Action FC]
(Ver. 1.0)
After Sales Service Division,
Daikin Industries, Ltd.
For the Customer

2
Forward
“Daikin-style Service Rules” summarizes the frame of mind that every Daikin
service worker needs in order to strive to achieve the philosophy of “For the
Customer” (indicating what we can do on behalf of our customers). It
summarizes the things that workers must attend to and understand at all times
as they carry out their responsibilities in order to deliver Daikin service.
Please take every chance to read over it and use it as a bible for maintaining
your own pride and courage as group with enthusiasm.
<Term explanation>
Bible: An authoritative document that readers in a variety of fields can turn to consistently over time
to find guidance; a dictionary that should be kept accessible for easy consultation
Group Management
Philosophy
Group Compliance
Guidelines
Daikin Environmental
Policy
<Entire company>
～
～
Mission Statement
Ultimate trust
Progressive management
Harmony among cheerful
people
Quality Policy
Delivering the ultimate
level of service quality
Engineering Action
Guidelines
Action Guidelines for
Non-engineering Work
Plus-one Service
Safety Rules
<After Sales Service Division>
Diagnostic Notebook
Compliance Handbook
～
～
Role of Daikin-style Service Rules

(Necessary precondition)
3
After Sales Service Division Quality Policy
1. Comply with all laws and provide service that
accommodates customers’ desires.
2. Establish quality objectives and reassess them as
necessary.
3. Work to continuously improve the effectiveness of
the quality management system.
Delivering the ultimate level of service
quality (promptness, reliability, and
kindness)
Promptness
Get to the customer’s site in a
timely manner and restore system
functionality.
Reliability
Precisely diagnose
and rectify problem
areas and prevent
any recurrence.
Ultimate level of
service quality
Kindness
Engage in dialog
with the customer
and take action from
the customer’s
perspective.

Technology and skills
Customer impression
Autonomy and responsibility
Teamwork and partnership
Solutions
Global
Safety and peace of mind
Compliance
Environmental responsibility and social contributions
Daikin-styleServiceRules
1. Strive to act as a group of professionals dedicated to
providing a comfortable environment for customers.
2. Offer heartfelt hospitality.
3.Think for yourself and take responsibility for your actions.
4. Take advantage of synergetic effects by tapping into the
power of teamwork and partnership.
5. Give the customer an experience of true value by
proposing useful solutions of the highest caliber.
6. Create global synergies.
7. Create and maintain a safe workplace environment
conducive to peace of mind.
8. Adhere to all social norms and practice thorough
compliance.
9. Contribute to the Earth’s environment and society
through the service business.
Overview of the Daikin-style Service Rules (Nine Rules) (Provisions)
4

5
• Repairing customer property
• Resolving problems
• Addressing customer concerns
Expectations of end-users
• Providing feedback
• Calling attention to quality problems
• Keeping the scope of problems from
expanding by providing quality
information in a timely manner
Expectations of the
Manufacturing Division
Expectations of dealers
• Introducing stray customers
• Providing technologies
• Sharing information about
installation defects
• Offering extra advice
• Providing ideas for
differentiated products
• Collecting information about
customer needs
Expectations of the Sales Division
After
Sales
Service
Division
Strive to act as a group of professionals dedicated to
providing a comfortable environment for customers.
Working in the
background to provide a
comfortable environment
Feedback from
customers
1
Technology and skills
Ability to solve problems
as a professional
Maximize our value by working in the background to provide
a comfortable environment to customers along with joy,
happiness, and peace of mind.
Be aware that a key important responsibility of service
personnel is to perceive needs based on customer feedback
and actively provide that information to the appropriate
departments.
<Explanation>
Master the necessary technologies, skills, and customer
service ability as a professional and maintain an awareness of
the need to polish yourself and grow at all times as well as an
endless willingness to investigate the causes of problems.
As the global No. 1 manufacturer service provider for air conditioning systems, we must possess the ability to deliver
exceptional service in addition to a high level of technology and skills (the ability to apply knowledge) that meets customers’
expectations. These skills cannot be mastered in a day but rather require hard work day in and day out based on clear goals
and an awareness of the need to grow. Maintaining a willingness to investigate the causes of problems as you experience
numerous difficult situations in the field will also contribute to your own growth.
Air-conditioning equipment is needed to create a comfortable environment and depending on the application in which the
equipment is being used, it may play a role in supporting human life, property, or social infrastructure (key services,
structures, and information networks). In order to ensure air conditioners can fulfill this role, we must work day in and day out
behind the scenes to provide a safe, comfortable environment.
Service departments are the only part of the company that is able to listen to customers’ opinions directly. An important
responsibility we have as providers of manufacturer service is to provide complaints, suggestions, and other valuable
opinions from customers as feedback to the appropriate departments in order to facilitate product improvements as well as
proposals of new products and services.
The net result of these activities is to help improve our brand value by backing up the trust that society has for us.
<Term explanation>
Brand: The cumulative result of all impressions and experiences of a product or company. Brands serve to differentiate the goods and services
of one group of sellers from those of competing companies.

6
First stage of service
Service in which you satisfy the request from the
customer
Second stage of service
Service in which you give a good impression by
expressing thoughtfulness
Customer Satisfaction
Third stage of service
Service in which you think seriously about
what the customer wants you to do and then
exceed what the customer has imagined
Customer Delight
Do your best for the customer by
bringing the same level of feeling
to the interaction as you would
when dealing with your own close
friends or family members.
• Always think about what you can do
to provide an even higher and more
pleasing level of service. The
essence of hospitality is perceiving
the customer’s feelings and naturally
expressing the spirit of service in
everyday conversation.
• When you deliver delight and
excitement to the customer instead of
acting for profit, an expression of
gratitude will naturally follow.
• Satisfy the customer not by providing
mere service, but through heartfelt
hospitality. Furthermore, give the
customer excitement by offering a
higher level of service than he or she
is expecting. This approach
embodies the Daikin Group’s unique
style of service with hospitality and
differentiates us from our competitors.
Offer heartfelt hospitality.
Perception and careful
consideration of what
the customer wants
you to do
Hospitality that exceeds
the customer’s
expectations
2
Customer impression
The customer’s delight
as our delight
Treat what excites the customer as your own delight and
carry it out for individual customers.
Sharpen your ability to sense what the customer wants you
to do by adopting their perspective at all times and
carefully consider improvement measures.
Think about how to offer a level of hospitality that exceeds
the customer's expectations by going beyond what they
thought possible in every situation in which you interact
with the customer, and then do so in a sincere and heartfelt
manner.
<Explanation>
<Term explanation>
Hospitality: Considerate, heartfelt treatment of
a guest or customer

• Being aware of your own mission, having objectives to be met, and possessing the ability to take
action in order to achieve them will accelerate your own growth, as will facing difficulties squarely
from the standpoint of your position and perspective and working to resolve them. At the same time,
this approach will increase the quality of the Daikin Group’s service business and lay the
groundwork for its further development.
• In order to provide the highest level of service to all customers involved with Daikin products, it is
important to perceive customer desires and act in a manner that satisfies customer expectations.
The Daikin Group’s stance will be positively evaluated through customers’ repeated experience of
service in response to the “moment of truth” for each customer.
• Work to act with autonomy and responsibility while exhibiting pride and mettle as representatives of
the company.
7
The moment of truth
• The “moment of truth” is the instant in which the company (employee) comes into contact with the customer
(user) in the context of a customer service or other interaction. During this moment, the customer will form
an overall impression and evaluation of the company based on the attitude exhibited by field personnel
responsible for that interaction as well as the condition of the store and its facility.
• Interactions between the company and customer exist in every situation that is part of the business process,
from the way a phone conversation is handled to the way after-sales service is provided. In order to please
the customer during all such customer interactions, it is essential not only that the field personnel directly
responsible for such interactions value the “moment of truth” in their immediate work, but also that the
company put in place a workplace environment, rules, organization, and organizational culture that
collectively allow those field personnel to make decisions and take action from the customer’s perspective
as circumstances require.
• This approach won broad recognition after Jan Carlzon, president and CEO of the Scandinavian Airlines
System (SAS) Group, wrote about it in his autobiography, Riv Pyramiderna. In the English-speaking world,
the expression “moment of truth” is used to express the importance of business interactions with customers.
Think for yourself and take responsibility
for your actions.
3
Autonomy and responsibility
Think about and take action by articulating goals and
objectives for each work task and asking yourself
whether what you’re doing is the best way from the
standpoint of your own position and perspective.
Value the “moment of truth” as you interact with
customers, dealers, and others and act with autonomy
and responsibility as a representative of the company.
＊
Responsible action in
which you always ask
whether what you’re doing
is the best way
Emphasis on the “moment
of truth,” which occurs as
you interact with
customers
<Explanation>

8
Development of mutual
understanding and trust
SSs, CCs, other departments,
and affiliates
• Constructive tension
• Application of effort
• Transparency and
cleanliness
• Mutual betterment
• Relationships of trust
• Sense of unity
• Mutual growth
• Openness
• Partnership and
solidarity
<Explanation of
terminology>
Partnership: Cooperative
relationships,
collaboration, and joint
effort
PartnershipTeamwork
• Interest in the other
party
• Confirmation of each
other’s actions and
intentions
• Involvement of others
• Gratitude and humility
• Sense of speed
• Connections
• Overall ability
• Ability of individuals
• Belief in potential
• Goals and objectives
• Willingness to face
difficulties
• Respect for others
• Trust
• Connections between people and ideas
• Accumulation of results
• Long relationships
• Free and active atmosphere
• Sum total
• Application of effort
• Sustained effort
• Mutual understanding
Take advantage of synergetic effects by tapping
into the power of teamwork and partnership.
Teamwork
Partnership
4
Teamwork and partnership
Deepen mutual understanding, build strong relationships
based on trust, and continue to grow and develop together.
Earn customer trust by repeatedly embracing the challenge
of achieving ambitious goals through strong teamwork.
Build robust partnerships by applying yourself and acting
out of thoughtfulness and constructive tension.
Development of
mutual understanding
and trust
<Explanation>
In order to provide a better level of service to customers, it goes without saying that each employee needs to improve his or her skills and
to have a sense of autonomy and responsibility. In addition, it is necessary for all people involved in the service business to work together
and to generate synergetic effects by acting in concert with other team members. When acting as a team (for example, as a department or
organization) that pools members’ strengths, it is possible to achieve ambitious goals that could not be achieved by any one individual
alone. The important thing is for everyone to align their “vectors” (the direction and intensity of their effort) in the service of the same goals
(customer satisfaction and excitement). Everyone should share Daikin’s philosophy of putting the customer first on a daily basis and work
to maximize their performance as a team. Additionally, there are numerous individuals involved in the service business apart from
employees of service departments, including for example authorized subcontractors, contract employees, temporary employees, part-time
employees, and employees from other departments. By understanding one another’s perspectives and applying yourself in the service of
the same goals, you can build strong, trust-based relationships. Everyone should engage in constructive discussions in the service of more
ambitious goals without being satisfied with the status quo while building robust partnerships.

• Daikin service starts with an understanding of the
customer. Maintaining a desire to understand the
customer and always asking what the customer
would find satisfying is the starting point for
thinking about and practicing better service.
• Complaints and concerns voiced by customers
are “business seeds” that encourage improvement
of Daikin Group products and services. In this way,
they are valuable assets for business
development.
• Responding to customer concerns with
organizational strength that cuts across the Daikin
Group serves as the driving force behind
additional Daikin development.
Cross-cutting approach: CCs, ACC, facility
managers, reception staff, SEs, SS proposals,
maintenance, parts, global, planning
• It is the proposal activities made possible by
cross-cutting organizational strength that stimulate
our business and promise the tenacity to meet the
needs (desires, requirements, demand) of our
rapidly changing era.
• Furthermore, the dedication to understand
customers’ future problems in advance will ensure
that the service solution business develops on an
ongoing basis.
9
Desire to play a useful role on
behalf of the customer
Understanding of the customer’s
concerns
Discovery of the customer’s desires
and needs
Ability to make a proposal that the
customer finds useful
Customer experience of true value
Daikin service begins with
understanding the customer.
Give the customer an experience of true value by
proposing useful solutions of the highest caliber.
5
Solutions
＊
Dedication to
understanding the
customer
Desire to be useful
Maintain a desire to understand the customer and
always ask what the customer would find satisfying in
order to find clues to how problems can be solved.
Solve customer concerns from a Daikin-style
perspective from the present time into the future with
ultimately useful proposals that address customer
needs and facilitate the growth and development of
the service business by repeatedly allowing
customers to experience true value.
<Explanation>
Growth and development of the
service business

• The service expertise that the
Daikin Group has developed
over its many years of
experience is world-class.
Transforming this service into a
worldwide standard makes the
Daikin brand a rock-solid one
throughout the world.
• At the same time, Daikin
personnel develop a fine-grained
understanding of regional needs
around the world and deliver
better products and services.
• By maintaining a global
perspective and developing
services that take into account
local characteristics, the Daikin
Group provides service that
transcends national borders and
gives joy to customers worldwide.
10
[Daikin Group expertise]
Proposal capabilities, planning, management,
technology, skills, etiquette, fine-grained
approach, etc.
Draw on the Daikin Group’s expertise to meet
the diverse needs of customers in Japan and
overseas.
Global
[Priority and needs factors]
Promptness, reliability, and kindness mean
delivering service in a way that reflects the
changing priorities of needs (requirements)
due to the customer’s customs, culture, and
religion.
LocalSynergies
Create global synergies.6
Global
＊Global (universal)
development
Local (regionally
grounded) service
Create synergetic effects by applying the
expertise of individuals at the global level,
without regard to whether it originates in
Japan or overseas.
Deliver optimal service that meets regional
needs.
<Explanation>
<Term explanation>
Synergy: A combined effect that is greater
than the sum of its parts; the
creation of profit by utilizing the
respective capabilities of multiple
departments to create such an effect

(3) Stopping, summoning assistance, moving away,
and waiting if you feel something is dangerous
• Our business rests on a commitment to carry out operations
based on a consideration of the need not to expose the life or
property of anyone involved with the Daikin Group, including
customers, employees, authorized subcontractors, or their families, to danger.
• At the same time, it’s necessary to cultivate an awareness of the need to protect yourself.
If you perceive danger, make a smart judgment about the need to stop, summon assistance,
move away, and wait and then act in a precise manner.
11
<6S>
Sorting Straightening
Systematic
Cleaning
Standardizing
Self-
discipline
Spirit
(1) Creating a pleasant, safe space with the 6Ss
• Practice the 6Ss in all offices and field locations.
• In the field, clean even places that cannot be seen. When on a repair visit, leave the site cleaner than you found it and
don’t be lazy about maintaining (sorting and straightening) your tools. Habits such as maintaining a proper appearance
day in and day out and complying with applicable laws and regulations lead to conduct that creates safety.
(2) Ensuring safety through mutual attention
• No matter how well individuals maintain an awareness of safety
and act accordingly in the field, it is important to create an
environment and structures that encourage everyone to adopt
the same awareness and act in the same way in order to
continue this trend. Create an atmosphere in which
workers pay attention to each other and give voice to a
warning at any time if they feel something is dangerous.
“Spirit” is a special S that you’ll only find at Daikin.
It refers to enthusiasm for coming together to
work as a team (becoming a passionate group).
Three Action Guidelines articles (shared)
Create and maintain a safe workplace
environment conducive to peace of mind.
7
Safety and peace of mind
＊Pursuit of safety and peace
of mind
Thorough implementation
of the 6Ss
Always act with an awareness of the need to protect
the life, property, and happiness of the customer,
everyone involved with business operations, and
everyone with whom you have relationships,
including your family.
Thoroughly implement the 6Ss of Sorting,
Straightening, Systematic Cleaning, Standardizing,
Self-discipline, and Spirit.
<Explanation>
Safety rules for SEs at service sites
When you are faced with an unusual task, estimate the level of danger (KY) based on the conditions
in the field. Refer to “Service Engineer Safety Rules” as needed for detailed precautionary
information for a series of work situations and use what you find to help ensure you act in a safe
manner.
When working in a hazardous setting, for example at a height, exercise caution to not only ensure
your own safety, but also to prevent secondary accidents that could expose others nearby to risk or
damage equipment or property, for example due to falling objects.

12
Five Action Guidelines
Adhere to all social norms and practice
thorough compliance.
8
Compliance
＊Compliance with social
norms
Eradication of dishonesty
and corruption
We are committed to carrying out operations in a fair
and impartial manner, without violating social norms so
as to ensure the company’s continued existence as well
as the happiness of all those who are involved in our
businesses.
Dishonesty and corruption will always be found out in
the end. Dishonest or corrupt behavior by just one
individual can shake the company’s very core. Don’t
cause your family or loved ones distress through
dishonesty or corruption.
<Explanation> Compliance management cycle
Related materials
Companywide rules and department rules, Corporate Ethics Handbook,
After Sales Service Division Compliance Handbook, clerical work
standards, EDEN manual, IT security guidelines, related laws, etc.
<Explanation of terminology>
Compliance: The act of contributing to society through fair and appropriate corporate activities that take
compliance with laws (laws and ordinances) as the starting point. The concept goes beyond just obeying laws,
though, and extends to adhering to internal rules and manuals, observing corporate ethics, contributing to society,
avoiding corporate risk, thinking about what kinds of rules to establish and how to implement them, and putting in
place the resulting environment.
(1) Being aware of rules
Rules are a lifeline for the After Sales Service
Division. Be aware of them yourself and ensure
others are aware of them, too.
(2) Obeying rules in your work
The continued existence, growth, and development
of the company would be
impossible without thorough compliance with
corporate ethics and laws on the part of each and
every employee.
(3) Checking compliance
Practice uncompromising decision-making,
checking, and auditing to nip dishonesty and
corruption in the bud.
(4) Pointing out issues to each other and consulting
with each other
All employees and everyone involved with
authorized subcontractors (companies) should
check each other’s actions and point out issues
through close communication on a daily basis,
thereby creating an energetic workplace
environment that is characterized by constructive
tension.
(5) Suggesting inadequacies in mechanisms
Proposals for improving rules, mechanisms, and
systems that do not suit the actual situation in the
field serve to help your coworkers. Have the
courage to speak up and make suggestions.
(1) Be aware of
the significance
of rules.
(2) Comply with
rules.
(3) Check
whether rules
are being
followed.
(4) Point out each
other’s issues
and consult
with each other.
(5) Suggest
inadequacies in
mechanisms.
(6) Improve rules and
mechanisms.
(7) Review rules
based on
revisions to laws.
Protecting the company
↑
Protecting yourself
Protecting your family
Protecting your friends
Watching out for the
happiness of all

• Initiatives undertaken with environmental awareness in every aspect of service activities
seek to eliminate emissions, prevent pollution, and value resources and are truly
environmentally friendly. Individual employees are aware of activities such as these, and
through the service business they provide an environment that is both Earth-friendly and
comfortable for customers.
• In addition to complying with environmental laws and rules, we seek to go beyond past
initiatives to actively undertake new efforts, for example by pursuing environmental solution-
based service including air conditioners and incidental equipment, while adapting flexibly to
changes in customer needs and society as a whole.
• We will continue to contribute to the development of society through activities such as these
as a company that leads the effort to realize an environmentally friendly society.
1. Protecting the air by limiting chlorofluorocarbon (CFC) emissions
2. Protecting the water and earth by limiting pollution of rivers and soil by
waste liquids and waste oil
3. Using resources effectively by pursuing the 3Rs of reduce, reuse, and
recycle
4. Reducing the environmental impact of our activities by actively proposing
solutions and working to preserve the environment and to conserve
resources and energy
13
Four Action Guidelines
Contribute to the Earth’s environment and
society through the service business.
9
Environmental responsibility and social contributions
＊
Enhancement of
environmental preservation
initiatives
Social contributions
Think about the Earth and actively pursue new
initiatives in the spirit of taking good care of the
environment through your daily service business
responsibilities.
Contribute to the development of a sustainable
society through your daily service business
responsibilities, environmental initiatives, and other
activities.
<Explanation>

Service Engineering Action
Guidelines
(Ver. 1.0)

Revision history
Date of revision Description of revision
May 13, 2013 Established Ver. 0.95 (Provisional First Edition)
April 1, 2014 1) Established Ver. 1.0 (Authorized First Edition) and revised
some parts
< Techniques and skills >
To explanation on section 2, added actions to be taken if
damage has been caused to the customer's property
Changed the titles on section 4 and 5
On section 5, changed "information BANK" and "QFB" to
"DS-BANK"
< Customer satisfaction >
Changed the tile on section 1, and added the cleanliness
of safety shoes
Changed the title on section 6
On section 8, added points for attention on the
customer's premises
On section 9, added points for attention in
communication
On section 13, added points for attention in the event of
trouble with the customer
On section 14, added a title and full text
2) Established Supplementary Provisions concerning Agency
Service (Ver. 1.0)

Service engineers play a vital role in further strengthening the bond of trust between customers and
Daikin, by upgrading their skills to enable customers continue using products from Daikin Industries.
For this purpose, SEs are required to improve themselves every day, not only in terms of excellent
engineering skills, but also in listening skills to identify the feelings and requests of customers,
in conversational skills to provide easy-to-understand explanation, and in other customer service
skills required for SEs. Your behavior determines customer's impression that Daikin Industries is a
favorable or unfavorable company.
Your are required to place customer's viewpoint at the basis of all thoughts and actions, to
continuously bear in mind that you represent the global No.1 AC brand, and to behave yourself in a
suitable manner with a customer-oriented mind.
In the mean time, it is also important to continuously upgrade your own skills, while maintaining an
appropriate sense of tension and find joy in doing the best to please customers.
Roles of service engineers
Customers Dealers
S/S
• Dissemination of
received product quality
information
• Suggestions and advice
concerning product
development based on
the voice of customers
• Promote the sales of
commercial products
• Information of
equipment renewal
demand
Development
Division
Sales and Business
Divisions
Quality Control
Division
CSR and Global
Environment
• Identification and
reporting of CFCs used
• Control of gas cylinders
• Communication and conversation
• Commissioning
• Inspection, repair, and causal investigation
• Maintenance, overhaul, and preventive
proposals
• Preventive proposals and operating
instructions
• Preparation of written proposals and
quotations
• Direct collection of service fees
Sales companies
• Technical guidance
• Improvement in field
services
• Preparation of written
proposals and quotations
• Agency service
16
Contact centers
Service engineers
< Related organizations and key activities from the viewpoint of SEs >
• Service result reporting (e-SWAT)
• Inheritance and upgrading of techniques and skills
• Sharing of field know-how (tacit knowledge)
• Acquisition and renewal
of maintenance contracts
• Order taking for overhaul
services

17
Overview of the Service Engineering Action Guidelines (all items)
< Techniques and skills >
1. Always make preparations
3. Ensure correct diagnosis and reliable actions
2. Protect the properties of customers
4. Pursue one-visit completion in all cases
5. Provide follow-up service through "how's it working" calls
6. Ensure prior contacts through three calls
9.Communicationinfivepre-serviceminutes&fivepost-serviceminutes
10. Make an appointment for the next visit on the service site
5. Keep promises with customers
8. Respect manners on the service site
7. Greet customers clearly and freshly
< Customer satisfaction >
6. Disseminate received information rapidly and accurately
1.Beforevisitingcustomers,checkthetenpointsofengineer'sgrooming
4. Ensure careful preparations
3. Take care of the important first contact
2. Keep inside the service vehicles tidy
13.Reporting,notification,andconsultationformthebasisofwork
11. Make the service site cleaner than before service
12. Move customers with your service!
14. Do the best for customers

< Techniques and skills > Techniques and skills are our vital essence and pride.
18
■ Workflow for exercising < Techniques and skills >
Arrange for parts for the
failure section
Confirm the next service day
Direct collection of service fees
"How's it working" call
▼ When no abnormality is confirmed
Enter and review service
information in DS-BANK
▼ Return to the office
Double-check the information
Preparations
Arrange for necessary parts
Provide explanation to the
customer (conditions & expenses)
Check the work environment
▼ Preparations before a service visit
▼ Service visit
Check the trouble
* When necessary,
directly contact the customer
1. Always make preparations
2.Protect the properties of
customers
3.Ensure correct diagnosis
and reliable actions
4. One-visit completion
5. "How's it working" call
6.Disseminate received information
rapidly and accurately
1. Always make preparations (technicaland product-relatedinformation)
■ Six points of action guidelines
Reliable actions &
one-visit completion
▼ When arrangement for parts is required

1. Always make preparations (technical and product-related information)
As soon as you enter the service site, check the work
environment under observation by the customer.
The equipment and articles on the work site are precious
properties of the customer. It is required to take careful
considerations not to cause any damage to the customer's
properties, by effectively curing the surroundings, and asking
the customer to move some articles when necessary (and
helping the customer move the articles when requested),
instead of merely prioritizing work efficiency.
■ Check points
* Before starting work, acquire confirmation
and approval from the customer.
1. Locations that the SE should not enter
2. Equipment that the SE should not touch
(e.g. breaker operation)
3. Description of work and points for
attention
(e.g. welding, work to done away from
the service site)
To ensure efficient and reliable service, always confirm
planned actions on the previous day, and check information
concerning the model and conditions reported by the
customer.
When there is any question concerning the trouble during
this previous check, directly contact the customer for double-
check.
In some cases, the trouble is not caused by a defect, but by
a mere misoperation. If the SE can uncover that no service
visit is required in such cases, both the customer and Daikin
can save wasteful actions.
19
■ Preparations (on the previous day)
1. Confirm the model
2. Check the equipment symptoms
Examine the questions and answers
concerning equipment symptoms at the
Contact Center
3. Check the history of repairs
4. Arrange for necessary parts
(In particular, the availability of SV and
popular parts)
< Supplements >
By examining the symptoms referring to your experience and assessment criteria as a service engineer, points that the
contact center cannot determine or recognize may become clear, and more accurate preparations become possible.
■ If damage has been caused to the customer's property
If damage has been caused due to the SE's error, it is the basic principle to compensate for or repair the
damage.
1. No matter how small the damage may be, report it to the customer, and sincerely apologize, without
making any judgment by yourself.
2. Ask the customer to check the present status, and express your will to compensate (or repair).
3. Report to the Manager (or other core positions) on the spot, even when the customer tolerates the
damage.
Our product that the customer uses is also an important property of the customer. The minimum requirement
for its protection is to maintain its usable state. In addition, SEs must also take care to restore the functions
of the equipment in a shortest time possible, and to avoid causing failure to equipment that is normally
operating (i.e. equipment stop caused by an error in SV pretreatment, etc.).

20
[Pretreatment (preventive maintenance)]
Check historical information concerning the switchover to charged service,
discontinued SV, etc. When trouble is expected due to degradation over time,
provide explanation to the customer, and take pretreatment measures to prevent future
failure at the same time as the requested repair.
[Promote the replacement of single parts]
After performing reliable diagnosis, whether charged or free-of-
charge service, only renew the parts in the troubled section.
* See the Diagnostic Criteria Notebook
[When the warranty has expired]
• Before starting service, present the prices to the
customer, and ask for direct payment to the SE
(excluding cases where a requesting route is involved)
• Ask for detailed information concerning the trouble (5W1H)
Who, what, when, where, why, what kind of symptoms, etc.
Accurate diagnosis
Reliable actions
It is a mission of Daikin's service engineers to repair troubled equipment rapidly and reliably, and
restore its usable state in a shortest time possible.
For this purpose, SEs are required to improve themselves and upgrade their techniques and skills
every day.
The pocket book "Diagnostic Criteria Notebook" lists key points for accurate field diagnosis. It is
also essential to always carry this pocket book on you, and refer to it whenever it is necessary.
< One-visit completion > benefits both the customer and Daikin. To complete service in a single visit,
the SE needs to ensure careful preparations, including the check of the model and arrangement for
parts (up to three pieces), and to perform accurate diagnosis and reliable repair on the service site.
For residential products, the ratio of one-visit completion is specified as a Key Performance Indicator
(KPI). In principle, it is required to complete service in a single visit and in a shortest service time
possible for all products, catering to the needs of the customer. When there is remaining work (e.g.
replacement of parts, inspection for leak points), suggest an earliest service time possible to the
customer (the whole service should be completed within three days in principle), and make an
appointment for the next service day through coordination with the customer.
[Prevent recurrence]
In principle, perform careful and reliable repair to prevent the
recurrence of trouble in the same section.
< Term explanation >
“Improve yourself” means to train and improve your skills and
capabilities, and to pursue upgraded skills and capabilities by yourself.

21
For a site with frequent services or without the reproducibility of abnormality, the servicing SE
should make a "How's it working" call on the day following visit (within three days after visit,
depending on the symptoms and other details). Through repeated communication with the
customer, a clue to resolution may be discovered, or technical reasoning and conclusion may
become possible. Such calls also bring peace of mind to the customer, and restore the customer's
trust on Daikin.
Symptoms Actions
Site with multiple
services
For facility services, sites with the risk of compensation claim, etc., all
details should be recorded in the in-house message field, and report to
and consult with the Manager (front desk staff).
Non-reproducible
abnormality
Listen carefully to the customer concerning the situation where the
abnormality occurred, and try to reproduce the abnormality. (In the case of
symptoms with the risk of resulting in secondary damage (e.g. water leak,
gas leak), make careful preparations before inspection.)
If the abnormality cannot be reproduced through all efforts, complete the
work at that point (Step 9).
Product characteristics Dissemination
Monitored products Register accurate information into DS-BANK (quality
information) before sales registering
(all information pieces must be registered).
New products Recognize that the manufacturer should provide the relevant
service, disseminate the collected information toward early
product improvement.
Parts to be returned
(The code is indicated on
the shipment slip)
Should be sent to QC without failure, and must not be disposed
of.
Non-monitored products
(Past products)
Defects that were reported for the first time should be
disseminated through DS-BANK.
Products after part/body
replacement
When the part or body has been renewed due to an accident
with physical damage or in cases with the risk of compensation
claim, collect the replaced part/body, and consult QC
concerning how to handle it.
Field information collected through repair service clearly identifies the present status and
requirements of Daikin's products.
Valuable field information collected by each engineer should be disseminated to the development
division and other related divisions rapidly and accurately, so that next-generation products and
services of higher quality will be produced by Daikin.

22
< Customer satisfaction > The joy of customers is our joy and source of energy
▼ Make preparations for visit to the customer
Preparations
"First thing today" call
Grooming check
Check of the service vehicle
"Coming" & "Will be late" calls
Punctuality
* 6. Three calls
* 5. Keep promises with customers
* 6. Three calls
* 3. First contact
* 4.Ensure careful
preparations
▼ After leaving and before returning to the office
Reporting, notification, and
consultation
▼ Visit the customer's place
Greeting upon visit
Five pre-service minutes
Preparations for work
* 3. First contact
* 9.Five pre-service minutes &
five post-service minutes
▼ Perform and complete service
Clear explanation (conditions & expenses)
Appointment for the next visit
Tidying up & cleaning
Five post-service minutes
Plus-one service
Greeting before leaving
* 10. Next visit
* 11. Cleaner than before
service
* 12. Move customers
with your service
Note: See the * item for more details of each step.
■ < Customer satisfaction > 14 rules
1.Beforevisitingcustomers,checkthetenpointsofengineer's grooming
13. Reporting, notification, and consultation form the basis of work
4. Ensure careful preparations (customer information)
3. Take care of the important first contact
9.Communicationinfivepre-serviceminutes&fivepost-serviceminutes
■ Workflow to acquire < customer satisfaction >
* 2. Keep inside the
service vehicle tidy
* 13. Reporting, notification, and consultation
* 9. Five pre-service minutes
& five post-service minutes
* 9. Five pre-service minutes
& five post-service minutes
* 1. Ten points for
grooming check

23
In the pursuit for service completion in a single visit, it is an important task to keep inside the
service vehicle tidy.
Before starting for service sites, be sure to check your vehicle, praying for the day's safety.
Load the vehicle with parts and tools
required for the day's service to enable
efficient work, through careful checks
and preparations.
After returning to the office, clean the
service vehicle, and prepare for the
pleasant start of the following day.
1. Before visiting customers, check the ten points of engineer's grooming
1. Be sure to put on your name tag.
2. Put on a uniform and cap designated by Daikin.
(No towel on the head.)
3. Keep your work clothes and socks clean.
(Prepare spare work clothes and socks.)
4. Long or dyed hair is prohibited. Always be clean-
shaven.
5. Pierces and necklaces are prohibited (from safety
reasons as well).
6. Do not put your hands into pockets.
7. Do not tread on the heels of safety shoes.
(Put on clean and unworn shoes. Loud colors are
also prohibited.)
8. Securely fasten buttons on work clothes.
9. Avoid loud color shirts
(Select white shirts in principle.)
10. Remove the odor of sweat and cigarette (use
deodorant).
Keep your hair clean and fresh! No long or dyed hair!
Put on a cap for hygienic grooming.
When the customer meets you for the first time, they see
your personal grooming. Be sure to check your grooming
in front of a mirror before you visit a customer.
Look into the
customer's eyes
when you talk.
Respond with a
smile.
Explain clearly.
Behave briskly.
Put on clean and
fresh clothes.
Never seem
sloppy.
No pierces, no
necklaces!
Never be unshaven.
Be sure to put on a
name tag to identify
yourself.
Put on a Daikin
uniform to clarify
your affiliation.
Securely fasten
buttons.
Do not tread on the
heels of safety
shoes.
Check that your
shoes are clean
and unworn.
Also check that the
color of the shoes
are not too loud.
Keep your nails
clipped.
Keep your
hands clean.
Keep your socks
clean.

24
3. Take care of the importance of the first contact
Key points in customer service
(1) Greet the customer with a cheerful smile.
Smiles are the best weapon to open the customer's heart. On a daily basis, look into the
mirror and practice smiling.
(2) Name yourself clearly and audibly.
Clearly open your mouth, and cheerfully name yourself, "Hi, I am XXX from YYY Service
Station, Daikin Industries."
(3) Verbalize gratitude and apology concerning the use of a Daikin product.
Thank the customer for using our product.
In addition, do not forget to sincerely apologize when you visit a customer for repair
service.
"Thank you for using our air conditioner."
"We are sorry for the trouble."
(4) Use gentle and respectful language.
Respectful language is used to express that we respect the customer's position. Acquire
knowledge about respectful language, and use respectful expressions that match the
situation.
(5) Use effective cushion words to enable smooth communication
Cushion words are used as insertion before you make a request to others, decline a
request from others, or object to others.
"Excuse me, ...", "I'm afraid ...", "Would you mind, ...", "If you don't mind, ....",
"If it is okay, ...", "Could you ...", "If possible, ...", "May I ....", "No offense, ...",
"If you would like, ...", "I understand your concerns, but ...", etc.
People often intuitively like or dislike
others, or consider that they can or
cannot get along well with others,
through impression at the first
contact.
The first contact with customers is
so critical for service engineers that
it may affect the quality of their work.
To achieve a pleasant first contact,
● Listen carefully to the customer, and
understand them as far as possible.
● Perceive the dissatisfaction and
annoyance of the customer, and honestly
verbalize gratitude and apology.
● Perceive what the customer wants to be
done, sincerely hope to serve them, and
earnestly do your best.

25
4. Ensure careful preparations (customer information)
The customer has explained what they want to
the contact center. Naturally, the customer
assumes that the service engineer has clearly
grasped the model and its features, its repair
history, the present request, and other details
before the visit.
Therefore, a small discrepancy during
conversation could make the customer feel:
"This SE visited me without acquiring any
information about me";
"They do not respect customers";
"The SE does not collaborate with the contact
center"; and/or
"This company is not reliable."
It is necessary to effectively acquire the
customer's information on the day before visit.
Information to check on the day
before visit
(1) Check of information collected during the call
• Product model, symptoms, and the location
of installation
• Person who made the call
• Requested date and time for visit
• Presentation of quoted repair fees
• Availability of parking space
• Any special requests from the customer etc.
(2) History of visits
• The number of visits and their dates and
times
• Whether the service target was the same
model as the present one
• Reason(s) for visit(s)
• Services performed during the visit(s)
• Service fees at the visit(s) etc.
(3) Promises in the past visits
• Extended warranty
• Response to recurrence etc.
Reconfirmation of promises with the
customer
(1) Date and time for visit
• Conditions for the availability of the customer
• Date (day of the week) of visit
• Time of visit
• Time when the service will be completed
etc.
(2) Promises made during the call
• Requests concerning service details
• Requests concerning service fees etc.
Repair service for an air conditioner must be
observed by the customer. The customer
may be forced to take a leave from work to
observe the service. Therefore, it is of the
utmost priority for customers that SEs visit
them on the promised date and time.
Also confirm with the customer that the
customer will be available at the time of
appointment that the customer made during
the call with the contact center.
Strictly keep all promises with the customer,
no matter how small they may be, and
establish relationship of trust, in order to
increase Daikin fans.
Note: Even when you visit a customer on the
day of call, never forget to acquire the
customer's information in advance.

26
The three types of call ("First thing today" call, "Coming" call, and "Will be late" call) should be made
for prior notification, in order to bring peace of mind to the customer while waiting for the service visit.
Be sure to make these calls to enable the customer to meet the SE pleasantly.
(1) "First thing today" call
• First thing in the morning, call all customers you
will visit today.
• Notify them of the approximate time of visit, and
ask for their availability.
• In e-SWAT, see the details of calls received by
the contact center, and confirm the symptoms
that the customer told to the contact center
(and knowledge-based questions and
answers).
• If it seems possible to resolve the problem
without a visit, referring to the symptoms, then
call the customer to explain the estimated
cause and possible solutions.
• If the symptoms improve through this process,
cancel the appointment for visit.
(3) "Coming" call
• Call the customer before you arrive (approx. 20
to 30 minutes in advance for general
households, and approx. 10 minutes in
advance for commercial establishments), and
ask for the customer's availability.
• Also reconfirm the availability and location of
parking space.
(2) "Will be late" call
• In the event you are going to be late, try to
contact the customer as soon as the delay
becomes likely, and not later than 30 minutes
before the promised time ("Will be late" call).
• Sincerely apologize that you cannot arrive at
the promised time, and ask the customer to
wait a little more.
Feelings of persons are transmitted to people nearby. In particular, cheerful and bright greetings
cheer up the atmosphere, and re-energize others.
Before opening the door to the customer's home, imagine the feelings of the customer while waiting
for your visit. Straighten your feelings, and greet clearly and freshly.
Do not forget to look into the customer's eyes and put on a smile!
< Supplements >
When you make a "First thing today" call, it benefits both sides
to ask whether the customer wants a "Coming" call, so that
you can better understand the customer's requests.
E.g. Will it be okay that I call you again when I have come
near your place?
Note: In principle, you should make "First thing today" calls
to all customers.
In the case you fail to make "First thing today" calls to
certain customers, you must make "Coming" call to
such customers.
< Supplements >
In the case of visit to a customer with complaint, or visit after repeated calls, it becomes necessary to understand the
customer's feelings and respond gently depending on the situation.
First of all, listen to the customer, understand what provoked the customer's emotions (i.e. points of complaints), take a
sincere attitude, and communicate your sincerity through three apologies (during the "First thing today" call, upon visit,
and before leave).

27
9. Communication in five pre-service minutes & five post-service minutes
Five pre-service minutes
● Prior explanation to eliminate the concerns of
the customer
• Planned work details
• Purpose of the work
• Time required for the work
Five post-service minutes
● Plus-one service
• Provide explanation and advice concerning
how to handle the product.
• Cleaning of the equipment
● Plus-one advice
• An additional idea for enhanced energy
efficiency
● Plus-one promotion
• Proposals for renewal purchase,
maintenance inspection, or overhaul
Five pre-service minutes and five post-service minutes are precious time for communication with the
customer.
During the first visit, the customer carefully observes all activities of the SE. It is required to adhere to
the basic manners, so that the customer will be impressed by the high quality of Daikin's SE.
● See from the customer's standpoint
● In conversation with the customer,
• Use positive and respectful language.
• Listen carefully to the customer.
• Do not interrupt the customer, but listen
through to the end.
• Use nodding and back-channel expressions.
• Accept complaints without evading.
• Talk in a suggestion-making manner.
• Confirm that the customer has understood.
• Conclusion, evaluation and selection must
be left to the customer, and should not be
forced by the SE.
• When immediate response is impossible,
apologize sincerely, and present the
deadline for response.
< Points for attention in communication >
Key points Remarks
In front of
the
entrance
• It is against manners to arrive too early before the promised
time. Arrive at the customer's place about five minutes
before or after the promised time.
• Tidy up yourself before pressing the doorbell.
• Press the doorbell or intercom buzzer only once, and wait a
while. Do not press it again and again as if hurrying the
customer.
• Wait in a good posture approx. one meter before the door
until it opens.
● On a rainy day, take precautions
not to bring in rainwater or dirt
into the customer's home. Fold up
the umbrella, and put it outside
the home.
At the
entrance
• First of all, close the door tightly. Do not fully turn your back
to the customer, but face slightly to the door and close it. It
gives more favorable impression if you greet the customer
after closing the door as above.
• Look into the customer's eyes, and greet with a smile.
● After taking off your shoes,
crouch down without fully turning
your back to the customer, and
put the shoes in right direction in
a place that will not disturb the
residents.
On the
service site/
within the
premises
• In principle, do not answer the cell phone before the
customer.
• It is strictly prohibited to smoke (out of the question).
• It does not give a good impression to work while chewing a
gum.
• Avoid using the restroom as far as possible.
● Behave yourself in accordance
with common sense.

28
Situation How to fix the date for the next service visit
Parts need to be
arranged for
• Arrange for the parts on the spot, and fix the date of visit in accordance
with the availability of the parts.
Parts are out of stock • The SE asks the front desk staff to confirm the delivery time, who in turn
notifies the delivery date to the SE.
• The SE schedules the date for the next visit with the customer based on
the delivery time.
Parts need to be
replaced
• When it takes three days or more until delivery for a new product, etc.,
examine the possibility of replacing the main unit, and make decision at
an early stage. (After reporting field details to the requesting organization
(dealer), and consult with the Manager or the front desk staff for the
authorization of replacing the main unit.)
More than one
servicing person is
required
• When more than one servicing person is required to carry heavy objects,
to work on a hazardous site, etc., schedule an available date through
coordination with the front desk staff.
When a re-visit becomes necessary due to the absence of required parts at hand or other reasons, make
the required arrangement and fix the date for the next service visit on the spot.
Rapid response without keeping the customer waiting forms the basis for enhanced customer satisfaction.
Do not forget these checks before you leave!
1 • No stains remain on the equipment.
2 • No fingerprints or hand marks remain on the equipment.
3 • No trash or dust is left around the equipment (on the ceiling, wall or floor).
4 • All articles and furniture pieces that were moved before work have been returned to
the original state.
5 • All items used for curing have been tidied up.
6 • All tools used for work have been cleared away.
7 • The route that you walked has been double-checked, and it is clean around the
outdoor unit.
Even if you are a service engineer, it does not change the situation that the customer has to invite
someone into the customer's home. Therefore, the customer observes your behavior and language
with a sense of tension. After the service has been completed and the customer sees you out, the
customer definitely checks the equipment and its surroundings. What would the customer feel, if your
hand mark remarkably remains on the equipment? Such a final flaw would ruin any perfect work. Be
sure to please the customer that the service site has been made cleaner than before your visit.

29
Emphasized behaviors of SEs ranked "Manners Grade 5" for moving customers
1 Clear explanation and
advice
[F29 I-san] It is important to provide post-service explanation and operating
instructions. Take utmost care to convert negative image into positive image.
2 Listening and
communication
[N30 S-san] Be sure to sympathize with the customer. Listen to the
customer's complaints. It is particularly important to show sympathy for
negative comments.
[H21 Y-san] Ensure conversation particularly when there is not much time.
Carefully observe the customer's expressions and judge whether the
customer is convinced. I think conversation is the most important.
3 Confirmation and questions
concerning the trouble
(trouble related to the air
conditioner)
[H21 Y-san] No matter how busy the schedule may be, I make it a rule to
place a pause after reporting the service results, observe the customer's
expressions, and ask "Is there any other problem?"
4 Greetings [T36 N-san] I always emphasize greetings. I gear up myself starting with
morning calls.
[T26 O-san] Do greetings cheerfully and audibly. Look into the customer's
eyes while talking.
[H30 K-san] The first impression determines everything. Grasp the
customer's heart through the first contact.
5 See from the customer's
standpoint
[N24 A-san] Once we enter the customer's home, we recognize what type of
person the customer is. Even curing must be done with the clear
understanding of why it is necessary. It is critical to have ownership for each
activity. As a consequence, the customer is amazed at the high quality of
Daikin-style service.
6 Tidying up and cleaning [F29 I-san] Take time for tidying up and cleaning.
[H21 Y-san] Take care not to bring in stain or dirt. Socks and cleaning are
among the essential requirements. I take precautions on any points that I
think necessary, before the customer expresses requests.
7 Customer-specific
responses
[H30 K-san] Plus-one services should be performed in accordance with the
situation. Persons who undertake plus-one services can motivate themselves
for improvement. We are questioned how much common sense we have, and
how much we want to improve ourselves.
8 Reliable repair [H30 K-san] It is a prerequisite to repair the equipment. Customers are only
satisfied when the equipment has been repaired.
9 "How's it working" call [H30 K-san] When the customer is not fully satisfied, or when I have asked
the customer to observe the subsequent conditions, I make it a rule to make
a "How's it working" call. (The time of call should match the time when the
symptoms occur.)
10 Personal grooming [T36 N-san] Many field staff smell sweaty. I do not like to be sweaty. I keep
Febreze and chewing gum at hand, as well as wet tissues. I change clothes
three times a day during summer. I wipe off sweat in front of the customer's
entrance.
How should SEs act in order not only to satisfy the customer, but also to move the customer?
The table below summarizes inputs from SEs who are ranked "Manners Grade 5", concerning behaviors
that they emphasize for the customer's benefit.
Sophisticate your sensitivity to grasp what customers want to be done, think proactively, sincerely hope to
serve them, and add "plus-one" ideas to your everyday activities - this is the very key to performing Daikin-
style service that moves customers.

30
13. Reporting, notification, and consultation form the basis of work
Description When Key points
Reporting
• Escalate the development,
progress and results of
activities
• Consider what the managers
want to know, and when they
want to know it, and report the
required information before the
managers demand it.
• When an assigned task has
been completed
• When new information has
been received
• When trouble has occurred
while performing a task
(note)
● Rapidly
● Plainly
● Frequently
Notification
• Notify information to related
persons
• It is important to share
information among related
persons, without adding
personal opinions
• In the case of emergency
• When work with concerns
has been completed
• When important information
has been received
● Ensure 5W4H to
prevent missing
information
(Who, When, Where,
What, Why, How, How
Much, How Many, and
How Long)
Consultation
• Ask for advice from the
managers and superiors when
you must make complicated
decision or want inputs from
others
• Form your own opinion and
prepare supporting data or
materials, in order to find
appropriate solutions through
consultation.
• When you are not able to
make decision on the
matter in question
• When you are not sure or
have questions in the
implementation of a task
• When you have concerns in
the workplace environment
• When your private
problems may affect work
● Clarify what you want
to consult about
● Talk plainly for
consultation
● Consult in a timely
manner at an early
stage
Reporting, notification, and consultation are the basis of efficient work.
In particular, SEs work in teams, and therefore information sharing through reporting,
notification, and consultation is at the core of efficient operation. At the same time,
reporting, notification, and consultation invigorates human relationship within the team,
department or organization, and unite and motivate the members as a passionate team.
Note) In the event of trouble with a customer (e.g. caused injury to the customer,
damage to the customer's property or loss to the customer), you must report it to
the manager, even if the customer tolerates it and the problem has been solved
on the spot.
Depending on the situation, ask the manager to call the customer for additional
apology. (Such action leads to enhanced relationship of trust with the customer.)

31
Under [3. Think for yourself and take responsibility for your actions] in the Daikin-style
Service Rules, it is required that "you always ask whether what you’re doing is the best
way". When you are not sure about customer service, ask yourself whether what you’re
doing is the best for the customer, from the standpoint and viewpoint of the customer. It
is important to act spontaneously and voluntarily, instead of being responsive.
• What service would be the best for the customer
• Whether you are not forcing an option that is convenient for yourself
• Whether you have understood the customer's problem and sympathized with
the customer
• Whether the planned behavior or language will please the customer
< Ask yourself ... >
< How you could do the best for the customer (examples) >
● Prioritized response to emergency requests
Understand what the customer's problem is, and take the best action in response.
● The prolonged failure of the equipment will cause substantial loss to the customer.
• Take emergency actions (e.g. emergency operation)
• Take alternative measures (e.g. deliver other equipment)
• Deliver necessary parts in a shortest time possible
● Failure diagnosis during product inspection
• To preclude a repeated request, check other sections for potential problems
• Even if the abnormality is not reproducible, assume possible causes and
suggest additional measures etc.

To deliver the best service quality to customers,
I particularly emphasize and proactively practice:
To move customers with my service,
I particularly emphasize and sincerely practice:
32
/ /
Name: Seal
Affiliation:
Confirmation by the manager: Seal
• Each SE should particularly emphasize one key point from the customer's viewpoint.
• Emphasize and practice the key point every day. At the end of each day, ask yourself whether you
have practiced the key point.
• At the end of each season, review the entire season for self-evaluation.
• Modify the goal as necessary and continuously improve yourself.
< Recommendation of self-PDCA > Plan - Do - Check - Action
Personal Declaration of Conduct < Formation of consensus >

Supplementary Provisions to the Service
Engineering Action Guidelines
Agency Service
(Ver. 1.0)
- Action guidelines in cases where a requesting route is involved –

It refers to agency service for connecting the customer (end user) with the requesting
organization, based on notification from the field staff, in cases where we cannot directly
respond to the reporting of inspection results, or where detailed explanation cannot be
provided (e.g. price specification), concerning cases where a requesting route is involved.
Do not merely say that it is outside our range of responsibility, and ask the customer to
negotiate the remaining problem with the requesting organization.
Instead, aim at bringing peace of mind to the customer by showing that the subsequent
steps will be taken without stagnation, and that the equipment will be restored in a
shortest time possible.
[Action Guidelines]
In all cases, equipment under failure should be
immediately reported to the requesting organization in front of the
customer (i.e. on the service site), and ask for agency service.
34
The actual conversation with the requesting organization might
include specifics that are not suitable for discussion in front of the
customer (e.g. price negotiation, work-related problems). Therefore,
use reply techniques as exemplified below in the actual conversation.
[Example of agency service]
[Example of reply technique with the customer]
"Would you wait for a second while I report the situation to the requesting
organization, and arrange for the subsequent steps. I will later notify you
of the results."
* "In front of the customer" means "on the service site", and that you should
try to call the requesting organization in front of the customer.
To begin with, report how the customer is troubled and needs rapid
actions, and perform agency services as follows, depending on the
situation.
(1) When a quotation for expensive service is required (e.g.
replacement of compressors)
At the same time as the reporting of results, notify the customer's
requests and necessary actions, and urge quotation in a shortest
time possible.
(2) In the case of work-related problems
At the same time as the reporting of results, notify work-related
problems, check when the required service will be available, and
forward the information to the customer.
What is agency service?

35
When a dealer, wholesaler, and/or other entities are involved in the requesting route, the quotation price
for repair cannot be presented on the service site. In such cases, it takes time before service can be
started, and the customer can get dissatisfied with the long time required before the restoration of the
equipment.
It is our mission to perform agency service so that the time until the start of work (restoration of
equipment) will be minimized.
Note) Calls for notification concerning service cost quotations, etc. should be made in a place where the
customer cannot hear the negotiation, taking into account the standpoint of the requesting
organization.
[Example of talk flow]
■ From the SE to the customer (end user)
As a result of inspection, trouble was confirmed in Section XX, due to Cause YY. It is required to
replace Part ZZ. An appointment for repair service should be made after confirming the quotation
price through the requesting organization.
I suppose the restoration of the equipment is urgently needed.*
(Alternatively, "I suppose that the prolonged failure of this equipment would be seriously annoying",
etc.) Would you like me to report the situation to the requesting organization for agency service?
< * Points for judging urgency >
Suppose the level of urgency based on the Urgency Guidelines when the call was received at CC, or
based on the status of use of the product.
Then, could you wait for a second while I call the requesting organization outside?
- During this step, prepare a quotation price on the spot, at the same time as reporting the service
results to the requesting organization. -
■ From the SE to the dealer (requesting organization in the route)
I am calling from the service site to report the results of inspection at Mr. XX's place in YY City. May I
report now?
The customer seems to be seriously troubled and need urgent repair. Therefore, I would like to
present a quotation price so that the customer can make decision on the spot. Could we discuss the
price to be presented to the customer?
• If the price can be confirmed with the dealer on the spot, ask the dealer whether it is acceptable
to verbally present the price to the customer, and perform agency service for the subsequent
visit.
• If the requesting organization wants to directly talk to the customer, hand over the phone to the
customer.
• If negotiation is completed with the customer, and the customer approves the subsequent visit,
arrange for the necessary parts, and fix the date for the subsequent visit with the customer.
(The quotation should be processed simultaneously.)
(1) Examples of reply techniques for agency service when
a quotation for expensive service is required

Just as in cases where a quotation for expensive service is required, when a dealer, wholesaler,
and/or other entities are involved in the requesting route, the normal operating rules require
notification to the requesting organization using an installation improvement request form, etc.,
which should be followed by improvement work conducted by the requesting organization. In such
cases as well, it takes time before the equipment operation is restored, and the customer can get
dissatisfied.
It is our mission to perform agency service so that the time until the work-related problems are
resolved, and the normal operation of the equipment becomes possible, will be minimized.
Note) Calls for notification concerning work-related problems in cases where a requesting route
is involved should be made in a place where the customer cannot hear the negotiation,
taking into account the standpoint of the requesting organization.
Do not use the expression "work-related problems" in front of the customer.
[Example of talk flow]
Before reporting the situation to the customer, contact the installer (requesting organization) on the
spot, report the problems, and discuss information to be forwarded to the customer.
< Points for attention in discussion with the requesting organization >
(1) Check the date and time for repair visit
(2) Name of the person who will visit the site
(3) Sections with problems (required preparations, actions and arrangements)
(4) Problem-related information to be forwarded to the customer
(5) Necessity for observation by Daikin's service staff during the repair visit
(Ask the requesting organization to pay for costs on observation hours and travel expenses)
• Repeat and confirm the discussed points to avoid misunderstanding and confusion.
• Present the name of the person representing the present customer (end user) to the
requesting organization, and ensure reliable agency service so that no misunderstanding
will be caused.
• Acquire evidence (photos) of the sections with problems, and send a work improvement
request form. Urge the requesting organization to provide a post-improvement report.
■ From the SE to the customer (end user)
As a result of inspection, trouble was confirmed in Section XX, due to Cause YY.
To repair Section XX, coordination with the fitting shop is required concerning the repair method.
I just contacted the fitting shop, and arranged for a visit by Mr. ZZ at HH:MM, Month Day.
We are sorry for your inconvenience, and sincerely ask for a little more time.
36
(2) Examples of reply techniques for agency service in the case
of work-related problems

37
When the person in charge at the requesting organization is absent, and cannot be
contacted on the service site, or when it is weekend and the office of the requesting
organization is closed and cannot be contacted, sincerely apologize to the customer,
and take the following actions, depending on the situation.
● Report the customer that the person in charge at the requesting organization
could not be contacted, and sincerely apologize.
● To make up for the inconvenience, be sure to make a follow-up call to the
customer once the office of the requesting organization is opened on the next
business day, and ask for the customer's understanding.
When the person in charge at the requesting organization is
absent, and agency service is not possible on the service site
(or when there is more than one route, and it is impossible to
contact the appropriate person)

Daikin style service-rules-in_english

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