The basic elements of customer service, listening to what the customer wants, fulfilling contract obligations, keeping the customer informed, creatively solving problems and maintaining a positive attitude are all completely applicable at every step of the document imaging transaction. They will determine the success of each work project and future referrals. Work needs to be completed on time and, when a deadline cannot be met, the customer needs to be informed as soon as possible. A key guideline is not to assume or guess what the customer needs or wants but to clarify and communicate. Honest, respectful communication on all levels of the business agreement will create a positive and trusting business relationship.
Treatment of Records
Each page in each file that is delivered to be scanned is to be treated carefully. To the customer, each record is an important element in the history of their organization or business. Records could be scanned for legal, historical or personal reasons. The transfer, storage and handling of each box of records should reflect respect for that customer. Attention should be paid to the security of the records from theft or fire or water damage while they are in the document preparation, scanning and indexing process. Delicate papers or papers of various sizes may need special handling, such as photocopying or placing them in plastic sleeves to avoid being damaged by the scanning equipment.