A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 1 Satisfying Customer Needs

A+ Guide to Managing & Maintaining Your PC, 8th Edition Remember: When customers contact you, they are already distressed and frustrated

A+ Guide to Managing & Maintaining Your PC, 8th Edition

© Cengage Learning 2014 Lesson Objectives Learn about some job roles and responsibilities of those who sell, fix, or support personal computers Learn what customers want and expect beyond your technical abilities Learn how to interact with customers when selling, servicing, and supporting personal computers Learn how to customize a computer system to meet customer needs A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

© Cengage Learning 2014 Lesson Overview This chapter explores proper procedure and behavior when working with customers and coworkers. You will learn how to handle unique situations involving customers of different backgrounds. Lastly, the customization of a computer to meet various requirements is discussed. A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

© Cengage Learning 2014 Customer Service Skills For the most part: o High level of technical proficiency alone o Is not enough to sustain a career in computer service For most service jobs: o Good customer service skills o Are just as important as good technical skills For any job: o Good customer service skills o Are a MUST for those who work directly with the public! A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

© Cengage Learning 2014 Typical Customer Service Skills E ducate I nform R elate D eliver goods and services S upport A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

© Cengage Learning 2014 Typical Customer Service Skills Educate the customer by providing o Useful and practical information o Problem resolution o Support A+ Guide to Managing & Maintaining Your PC, 8th Edition 8

© Cengage Learning 2014 Typical Customer Service Skills Inform the customer about o Goods o Services A+ Guide to Managing & Maintaining Your PC, 8th Edition 9

© Cengage Learning 2014 Typical Customer Service Skills Relate to the customer o Learn their Needs Concerns A+ Guide to Managing & Maintaining Your PC, 8th Edition 10

© Cengage Learning 2014 Typical Customer Service Skills Deliver goods and services in a o Timely manner o Form desired by the customer A+ Guide to Managing & Maintaining Your PC, 8th Edition 11

© Cengage Learning 2014 Typical Customer Service Skills Support the customer to the degree that They feel supported But not overwhelmed A+ Guide to Managing & Maintaining Your PC, 8th Edition 12

© Cengage Learning 2014 Geek Squad Case File #12143 A customer calls with a RAM problem that has been common in a particular model of computer being sold. What should you tell the customer about the product? o a. “Oh yeah, we have that happening all over. We’re getting everyone fixed up ASAP.” o b. “We’ve had a whole batch of bad RAM in those machines.” o c. Troubleshoot the problem as you would any other phone support problem. o d. Offer to send the customer replacement RAM. A+ Guide to Managing & Maintaining Your PC, 8th Edition 13

© Cengage Learning 2014 A+ Guide to Managing & Maintaining Your PC, 8th Edition 14 A person is not only responsible for what he/she does, but also for what he/she does not do” -Lao-tzu BC Consider what that means as a tech…