Marine Etiquette

MARINE CUSTOMER SUPPORT

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 MARINE CUSTOMER SUPPORT

 MARINE COURTESY

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 MARINE CUSTOMER SUPPORT

 MARINE COURTESY
– POSITIVE ATTITUDE TOWARDS THE CUSTOMER AND
PRODUCT.

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 PROFESSIONAL APPEARANCE
 MARINE COURTESY
– PROPER ATTIRE
• CUMMINS OR CUMMINS MARINE LOGO ON CLOTHING
• CLEAN AND APPROPRIATE WORK CLOTHING
• CLEAN DECK SHOES
• NEAT APPEARANCE

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 Hi there, IÆm
ready to come
aboard
and fix your
yacht.

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 PROFESSIONAL APPEARANCE
 MARINE COURTESY
– BOARDING COURTESY
• REQUEST PERMISSION TO BOARD VESSEL
• INTRODUCTIONS
• BUSINESS CARDS
• INFORMATION ABOUT DEALER/BRANCH/DISTRIBUTOR
AND FACTORY SUPPORT
• CONFIRMATION OF REQUESTED SERVICES LISTED ON
REPAIR ORDER
• REQUEST VESSEL’S LOG TO REVIEW PAST
MAINTENANCE AND SERVICE HISTORY WITH CUSTOMER.

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 PROFESSIONAL APPEARANCE

 MARINE COURTESY
– BOARDING COURTESY
• REQUEST A TOUR OF THE VESSEL
• LOCATION OF ENGINE ROOM AND ACCESS HATCHES
(MANUAL, POWER)
• FIRE CONTROL SYSTEMS
• ELECTRICAL INTERFACES, AC AND DC
• LOCATION OF AUTOMATIC SYSTEMS
– OVERBOARD PUMPS
– VENTILATION SYSTEMS
– ALARM SYSTEMS
• REVIEW ANY SPECIAL VESSEL OPERATION CONTROLS OR
HARDWARE
• LOCATION OF PERSONAL FLOTATION DEVICES (PFD) IF
GOING TO SEA

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 PROFESSIONAL APPEARANCE
 MARINE COURTESY
– BOARDING COURTESY
• REQUEST INFORMATION NEEDED TO RUN A PROP
MATCHING PROGRAM FOR FUTURE REFERENCE.

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 MARINE CUSTOMER SUPPORT
 MARINE COURTESY
– BOARDING COURTESY
• PROVIDE CUSTOMER WITH A DETAILED PLAN OF
SERVICES TO BE RENDERED.

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 MARINE CUSTOMER SUPPORT
 VESSEL PROTECTION DURING SERVICE
– CLEANLINESS ABOARD VESSEL AND WORK AREA
• COVER ALL FLOOR AREAS WITH CARDBOARD, CANVAS
OR OTHER PROTECTIVE MATERIALS
• REMOVE AND COVER CARPET AS REQUIRED
• ENGINE COVERS/HATCHES
– REMOVE AND SECURE TO BULKHEADS OR THE VESSELS
HULL
• COVER VESSELS WALLS, HATCHWAYS, RAILINGS, AND
HAND RAILS WITH PROTECTIVE COVERS

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 MARINE CUSTOMER SUPPORT
 VESSEL PROTECTION DURING SERVICE
– SERVICE TOOL PRECAUTIONS
• PROVIDE A COVERED AND SEALED AREA TO PLACE
TOOLS AND SERVICE PARTS (NEW AND USED)
• PAD BOTTOM AND SIDES OF TOOL BOXES
• TOOLS MUST BE CLEAN AND ORGANIZED
• SPECIAL TEST TOOLING/INSTRUMENTS MUST BE
SECURED DURING VESSEL TESTING.

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MARINE CUSTOMER
SUPPORT
VERBAL AND WRITTEN COMMUNICATION
SKILLS
 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION

SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO COMMUNICATE AT ALL LEVELS

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 MARINE CUSTOMER SUPPORT
 VERBAL AND WRITTEN COMMUNICATION
SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO CONDUCT A PROFESSIONAL
VERBAL/WRITTEN EXPLANATION OF TASKS TO BE
PERFORMED ON THE VESSEL.

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 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION

SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO VERIFY A CUSTOMER’S WARRANTY
PROGRAM

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 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION

SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO DISTINGUISH BETWEEN WARRANTY AND
NON-WARRANTY REPAIRS, THEN EXPLAIN COVERAGE
TO THE CUSTOMER

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 MARINE CUSTOMER SUPPORT
 VERBAL AND WRITTEN COMMUNICATION SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE ABILITY TO
CONVEY TO THE CUSTOMER THAT HIS PROBLEM IS
CUMMINS’ PROBLEM
• IF A GIVEN PROBLEM IS WITH THE VESSEL AND NOT THE
ENGINE, THE MARINE TECHNICIAN SHOULD NOT
EXPRESS HIS VIEWS OF A POOR OR IMPROPER
INSTALLATION TO THE VESSEL OWNER

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 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION SKILLS

– THE MARINE TECHNICIAN MUST POSSESS THE ABILITY TO
CONVEY TO THE CUSTOMER THAT HIS PROBLEM IS
CUMMINS PROBLEM
• VESSEL RELATED PROBLEMS SHOULD BE
COMMUNICATED TO THE CUMMINS DISTRIBUTOR, AND
THEN TO THE PROPER FACTORY REGIONAL SERVICE
MANAGER (RSM)

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 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION

SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO CONVEY TO THE CUSTOMER THAT HIS
PROBLEM IS CUMMINS PROBLEM
• IF THE VESSEL WAS PRODUCED IN THE “RSM’S “
REGIONAL AREA HE WILL COMMUNICATE THE
DISCREPANCY TO THE BOAT BUILDER AND RESOLVE
THE PROBLEM.

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 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION

SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO CONVEY TO THE CUSTOMER THAT HIS
PROBLEM IS CUMMINS PROBLEM
• IF THE VESSEL IS AN OEM OR DOEM OUT OF THE “RSM’S”
REGIONAL AREA, THE FACTORY SHOULD BE
CONTACTED

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 MARINE CUSTOMER SUPPORT

 THE MARINE TECHNICIAN MUST POSSESS

THE ABILITY TO KNOW WHAT TO SAY AND
WHAT NOT TO SAY
– (WHAT EVER YOU SAY, CAN AND WILL BE USED
AGAINST YOU AND CUMMINS ENGINE COMPANY IN
A COURT OF LAW)

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 MARINE CUSTOMER SUPPORT

 VERBAL AND WRITTEN COMMUNICATION

SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO DOCUMENT REPAIR TASKS THAT HAVE
BEN COMPLETED AND FUTURE REPAIRS/SERVICES
NEEDED TO A VESSEL.
• (IF A MARINE TECH. IDENTIFIES A PROBLEM WITH THE
ENGINE OR THE VESSEL IT MUST BE DOCUMENTED AND
REPORTED TO THE CUMMINS DEALER/BRANCH AND
DISTRIBUTOR).

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 MARINE CUSTOMER SUPPORT
 VERBAL AND WRITTEN COMMUNICATION
SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO DOCUMENT REPAIR TASKS THAT HAVE
BEEN COMPLETED AND FUTURE REPAIRS/SERVICES
NEEDED TO A VESSEL.
• (IF THE PROBLEM IS A SAFETY RELATED ISSUE, IT
SHOULD BE BROUGHT TO THE ATTENTION OF THE
VESSEL OWNER, DOCUMENT AND HAVE THE OWNER
SIGN A WORK ORDER WITH SAFETY RELATED NOTE).

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 MARINE CUSTOMER SUPPORT
 VERBAL AND WRITTEN COMMUNICATION
SKILLS
– THE MARINE TECHNICIAN MUST POSSESS THE
ABILITY TO DOCUMENT WARRANTY REPAIRS:
• LABOR HOURS
• PARTS REQUIRED
• TRAVEL REQUIRED
• EXPLANATION OF WORK PERFORMED
• COMPLETE REQUIRED TEST DATA SHEETS

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Marine Etiquette