SAMPLE COMPANY                                        Page 1 of 3
SOP # 19-3  Revision: 0                Prepared by:             _
Effective Date:                        Approved by:             _


Title:         SERVICE SATISFACTION

Policy:   Customer Service is to contact customers after any
          repair of their equipment has been made to assure that
          the equipment is working properly and that the customer
          "feels" that their needs or concerns have been
          satisfied.

Purpose:  To outline the follow-up action and sample telephone
          script to be used by Customer Service representatives.

Scope:    This procedure applies to all repairs and/or problem
          resolution of a customer's system.

Procedures:

1.0  Post-Service Follow-Up

1.1  The Customer Service Department will be responsible for
     calling customers five (5) to ten (10) business days after
     their equipment has been repaired and returned.  A Customer
     Satisfaction Report (Exhibit 1) should be completed.

     The call should consist of an introduction of the company,
     the customer service representative and the purpose of the
     call.  The outline of the script provided should be followed
     but the representative should feel free to speak in their
     own conversational style by substituting words or phrases as
     necessary.  The length and format of the call should be
     determined by the customer's needs and/or desires and the
     representative should respond accordingly.

     If any of the equipment is not working properly or if the
     customer has some concerns, the representative should take
     the necessary action to resolve to the customer's
     satisfaction.

2.0  Reporting

2.1  Upon completion of the call, the representative should
     complete the report and copy any interested departments or
     individuals.  The report should then be filed in the
     customer's file.
SERVICE SATISFACTION                                  Page 2 of 3



2.2  In the event the representative does not reach the customer,
     a message should be left indicating that we are following up
     on their purchase to ensure everything is working properly
     and to call us back on our toll free number if they have any
     questions or concerns.  No further follow-up is necessary
     unless the Customer Service Manager determines that we
     should.