One of your customers has shown up at your desk with his broken computer, and he’s visibly upset and quite vocal about the problem he’s having. He’s also asking for a very specific repair that doesn’t appear to have any relationship to his issue. What’s the best way to handle this difficult situation?
A) Be sure the customer understands the mistake he’s making with his proposed repair
B) Tell the customer you’re refusing the repair until he calms down
C) Refuse to make any commitments until the computer is examined
D) Repeat your understanding of the issue to the customer and provide an estimate and follow-up time
E) Put on a welding helmet, jump under your desk, and tell the customer to drop the computer and run away as fast as he can
The answer: D) Repeat your understanding of the issue to the customer and provide an estimate and follow-up time
Computer problems can be frustrating, but you can diffuse any conflicts by remaining calm and doing what you can to solve the issue. Avoid being defensive and contradictory, and do what you can while listening to the customer vent. Sometimes you’re getting paid to be a therapist instead of a technician.
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Want to know more? Watch “The Human Component: Professionalism.” The appropriate level of professionalism in the workplace is an important part of any technician’s job. In this video, you’ll learn about cultural sensitivity, dealing with difficult customers, setting expectations, and much more. |