1. A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 6 Satisfying Customer Needs

2. © Cengage Learning 2014 Initial Contact With a Customer Customers expect both technical and interpersonal skills A+ Guide to Managing & Maintaining Your PC, 8th Edition 2

3. © Cengage Learning 2014 Initial Contact With a Customer Technicians should: o Know the problem to be addressed o The urgency of the situation o What computer, software, and hardware need servicing o Arrive with a complete set of equipment needed o Greet customer in a friendly manner and shake hands o Listen and ask questions A+ Guide to Managing & Maintaining Your PC, 8th Edition 3

4. © Cengage Learning 2014 Initial Contact With a Customer Beginning a phone call professionally o Identify yourself and your organization o Ask for and write down name and number of caller o Follow company polices to obtain further information o Be familiar with your company’s customer service policies o Open up the conversation for the caller to describe the problem A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

5. © Cengage Learning 2014 Interview the Customer A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

6. © Cengage Learning 2014 Interview the Customer Questions that can help identify the problem: o What error messages, unusual displays, or failures did you see? Describe the problem. o When did the problem start? o What was the situation when the problem occurred? o What programs or software were you using? o Did you move your computer system recently? o Has there been a recent thunderstorm or electrical problem? A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

7. © Cengage Learning 2014 Interview the Customer Questions that can help identify the problem (cont’d): o Have you made any hardware, software, or configuration changes? o Has someone else used your computer recently? o Is there some valuable data on your system that is not backed up that I should know about before I start working on the problem? o Can you show me how to reproduce the problem? A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

8. © Cengage Learning 2014 Interview the Customer After you have interviewed the user: o If you don’t understand what customer is telling you, ask open-ended questions to try to narrow down the specifics of the problem o Re-create the circumstances that existed when the problem occurred in as much detail as possible o Make no assumptions o Use diplomacy and good manners A+ Guide to Managing & Maintaining Your PC, 8th Edition 8

9. © Cengage Learning 2014 Set and Meet Customer Expectations Important to create an expectation of certainty with customers A+ Guide to Managing & Maintaining Your PC, 8th Edition 9

10. © Cengage Learning 2014 Set and Meet Customer Expectations Establish a timeline with your customer for completion of a project o Keep customer informed of progress A+ Guide to Managing & Maintaining Your PC, 8th Edition 10

11. © Cengage Learning 2014 Set and Meet Customer Expectations Give the customer an opportunity to make decisions about repairs o Repair or replace? o Help them decide which is to their advantage A+ Guide to Managing & Maintaining Your PC, 8th Edition 11