What is the Formula of Customer Service?? Computer Repair Customer Service

[ComputerTech559]

What is a key component of your job?

• MAKING CUSTOMERS HAPPY!
  • Satisfy the customers’ wants or needs. If that means fixing what they want you to fix or helping them with what they need done; THEN DO IT!
  • Make them want to return because of our great customer service and great services provided!

What is the formula for Customer Service?
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Identifying + Informing + Completing = Happy Customers
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1. Identify:Identify the customers issue. Let the customer “Drive,” let them replicate the issue. The issue is what the customer shows you they cannot do.
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2. Inform:Tell the Customer what you can do. Ask them Questions; When do they need it done by? Offer temporary work around, etc. Mention what you CAN do, not what you cannot do.
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3. Complete:Fix the customer’s issue. Complete the task on Time and have it done right!
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Other Key Notes

• Acknowledge the customers feelings!
• Never try and explain the problem until you have fixed it!
• Make sure the customer leaves happy.

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Hey there, to whom ever reads this.. This was just a recap from our company meeting Monday. I just thought I'd share this, i typed up the notes i took during the meeting and this is what i came up with. Enjoy!
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-ComputerTech559
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[NETWizz]

ALWAYS have something in your hand; it makes you look busy!

Follow-UP; Nothing pisses them off like you not returning calls... etc.

Take 100% Responsibility. DO NOT say, "Call Dell Technical Support..." <== Nope, you get to talk to Habeebee Rajiveie.

 

[PCX]

ALWAYS have something in your hand; it makes you look busy!

Follow-UP; Nothing pisses them off like you not returning calls... etc.

Take 100% Responsibility. DO NOT say, "Call Dell Technical Support..." <== Nope, you get to talk to Habeebee Rajiveie.

Habeebee? I thought it was john? Its always John . . .

 

[NETWizz]

Habeebee? I thought it was john? Its always John . . .

John: What is Service Tag Number?

You: BJ7IP31

John: Can you please repeat that?

You: BH7IP31

John: Okay, that is B like in Boy,H like in Jose, 7 like in number, I like in Ear, P like in Papa, 3 like in number, and 1 like in number???

You: Um.... I guess!

John: Okay I sees you has seven-hundred tirtiy tree days gold support remaining on system. What does be the problem I to help you?

You: Please send out a replacement hard disk drive. I am getting an error that reads, "WARNING: Dell’s Disk Monitoring System has detected that drive 0 is operating outside of normal specifications. It is advisable to immediately back up your data and replace your hard drive by calling your support desk or Dell Computer Corporation.

F1 to continue F2 to to enter Setup


John: What has you did to troubleshoot this problem?

You: I read the message on the screen...

You: What is the Case number of this call?

John: XYZ19ADAD920389202ADFA8929282

John: Okay and what troubleshooting you done? Let us run through some troubleshooting steps to determine the problem. Do you have the dell Diagnostics CD?

You: I don't need it. Please just send a replacement hard drive.

John: Sir, we needs to run Dell troubleshooting steps. I will help you; have no worries!

You: No, I already diagnosed the problem. Please send the drive.

John: Sir, I am a Dell Certified Technician and am trying to help you troubleshoot your computer.

You: Sir, I am reading you a message created by a Dell Engineer. Please send a replacement hard drive... don't waste my time.

John: I am sorry sir, we cannot do that. Please call back when we can better troubleshoot the problem.

.....

 

[PCX]

Wow, that was so word for word. I have literally had that same conversation . . . some times I feel like i have similar conversations with customers

 

[Kitten Kong]

What's worse, is I was reading that in the accents spoken too!. Even more worse, it is 100% correct!.

 

[cypress]

John: What is Service Tag Number?

You: BJ7IP31

John: Can you please repeat that?

You: BH7IP31

John: Okay, that is B like in Boy,H like in Jose, 7 like in number, I like in Ear, P like in Papa, 3 like in number, and 1 like in number???

You: Um.... I guess!

John: Okay I sees you has seven-hundred tirtiy tree days gold support remaining on system. What does be the problem I to help you?

You: Please send out a replacement hard disk drive. I am getting an error that reads, "WARNING: Dell’s Disk Monitoring System has detected that drive 0 is operating outside of normal specifications. It is advisable to immediately back up your data and replace your hard drive by calling your support desk or Dell Computer Corporation.

F1 to continue F2 to to enter Setup


John: What has you did to troubleshoot this problem?

You: I read the message on the screen...

You: What is the Case number of this call?

John: XYZ19ADAD920389202ADFA8929282

John: Okay and what troubleshooting you done? Let us run through some troubleshooting steps to determine the problem. Do you have the dell Diagnostics CD?

You: I don't need it. Please just send a replacement hard drive.

John: Sir, we needs to run Dell troubleshooting steps. I will help you; have no worries!

You: No, I already diagnosed the problem. Please send the drive.

John: Sir, I am a Dell Certified Technician and am trying to help you troubleshoot your computer.

You: Sir, I am reading you a message created by a Dell Engineer. Please send a replacement hard drive... don't waste my time.

John: I am sorry sir, we cannot do that. Please call back when we can better troubleshoot the problem.

.....

Lol this has happened to me on two seperate occasions with them! One was regarding a dead power supply and the other was a motherboard.

The power supply they finally gave up on and sent me a replacement, but the motherboard was pratically a lost cause. They can really get frustrating! lol

Regarding the OP's post, I love the Key Notes. Thank you!

 

[andcorptech]

I swear I had a conversation very close to this with a HP support person last week. By the end of it I really wanted to punch something.

 

[Xander]

Soooo... the secret to customer service is to serve your customers. Whoda thunk it?


Now back to the completely hijacked thread.

 

[altrenda]

Soooo... the secret to customer service is to serve your customers. Whoda thunk it?

Based on the OP I would have thought the key was to have more meetings.

now if I could only get my hands on that Apple Genius Handbook that's going around........

 

[stro]

I swear I had a conversation very close to this with a HP support person last week. By the end of it I really wanted to punch something.

I swear HP asked me 10 different times if I had plugged it in last week on a printer. Had a dead HD one time that was spinning but testing bad and they tryed to get to run recovery on it. Had to argue with them....running recovery will not change the fact that the HD is bad!!!

as far as hds, the key with Dell is not to call but do the online chat. Run dell diagnostics and give them the error code. After that the only thing they will ask you is the address to ship the drive to.

 

[AlaDes]

One thing I would like to add (if you don't mind), is always show the customer how much you appreciate their business and are concerned about their problem, whether you actually do or not. Even if you have a customer being irrational, always remain calm and treat them with just as much respect as you would a completely satisfied customer who just spent a million bucks with you, because you never know when another customer might walk in during your conversation. Also, you never know what kind of day someone else has had and may actually get an apology later, like my wife did one time when a potential customer told her that we were ripping people off, cursed at her, and slammed the door so hard behind her that it almost broke our large store window. The lady came back about three days later and apologized and explained that she had been diagnosed with breast cancer the day of the event.

 

[NOOB_TECH]

I do a lot of onsite work, and not so much shop or bench work. What I have noticed is that how you treat the customer is way more important than the technical aspect of the job. I try to put myself in the customer’s shoes and ask myself, “If I was the customer, would I be happy with the service I’m providing?” Additionally, I ask the customer are they satisfied, are they happy with the end result?



You might have not fixed the problem 100%, but if you treated like a person they will have a higher respect for you and your work.

 

[ComputerTech559]

I do a lot of onsite work, and not so much shop or bench work. What I have noticed is that how you treat the customer is way more important than the technical aspect of the job. I try to put myself in the customer’s shoes and ask myself, “If I was the customer, would I be happy with the service I’m providing?” Additionally, I ask the customer are they satisfied, are they happy with the end result?



You might have not fixed the problem 100%, but if you treated like a person they will have a higher respect for you and your work.

Noob I could agree more.. Great customer service goes along way...