CUSTOMER CARE

WHO IS A CUSTOMER

A customer sometimes known as a client, buyer, or purchaser is the recipient of a good or a

service, or product, or an idea, obtained from a seller, vendor, or supplier via a financial
transaction or exchange for money or some other valuable consideration.

Good communication skills enhance employee’s problem solving skills. Both of these skill sets,
take time and experience to develop well.

To serve a customer’s problem, you need to learn the details of the problem from the
customer. most people who need a computer problem fixed are probably feeling some stress. If
you establish a good rapport with the customer, the customer might relax a bit. A relaxed
customer is more likely to be able to provide the information that you need to determine the
source of the problem and then Fix it.

GOOD COMMUNICATION SKILL

Whether you are talking with a customer on the phone or in person. It is important to
communicate well and to represent yourself professionally. your professionalism and good
communication skills enhance your creditability with the customer.

LISTEN TO YOUR CUSTOMER

One of the first task of the technician is to determine the type of computer problem that the
customer experiencing.

Remember these three rules at the beginning of your conversation

 KNOW – call your customer by name.

 RELATED – brief communication to create a one-to-one connection between you and
your customer.
 UNDERSTANDING – determine the customers level of knowledge about the computer
to know how to effectively communicate with the customer

DISPLAY PROFFESSIONAL BEHAVIOUR WITH THE CUSTOMER

When dealing with customers, it is necessary to be professional aspects of your roll. you must
handle customers with respect and prompt attention. When on a telephone, make sure that
you know how to place a customer on hold, as well as how to transfer a customer without
losing the call. It is important how you conduct the call, and your job is to help the customer
focus on and communicate the problem so that you can solve it.

When dealing with customers, it is sometimes easier to explain what you should not do,
observe the following list of things that you should not do when communicating with a
customer.

 Avoid minimizing customer problems.

 Avoid using jargon, abbreviations, acronyms, and slang.
 Avoid a negative attitude or tone of voice.
 Avoid arguing with customers or becoming defensive.
 Avoid culturally insensitive remarks.
 Avoid being judgemental, insulting, or calling the customer names.
 Avoid distractions or interruptions when talking with customers.
 Avoid taking personal calls when talking with customers.
 Avoid talking to co-workers about unrelated subjects when talking with the customer.
 Avoid unnecessary holds and abrupt holds.
 Avoid transfers without explaining the purpose of the transfer and getting customer
consent.
 Avoid negative remarks about other technicians to the customer.

FOCUS THE CUSTOMER ON THE PROBLEM DURING THE CALL

Part of your job is to focus the customer during the call. When you focus the customer
on the problem, it allows you to control the call. This makes the best use of your time
and the customers time on troubleshooting the problem. Do not take any comments
personally, and do not retaliate with comments or criticism. if you stay calm with the
customer, finding a solution to the problem will remain the focal point of the call.

TYPES OF CUSTOMER

TALKATIVE CUSTOMER
A talkative customer discusses everything except the problem on the call. The customer
often uses the callas an opportunity to socialize. It can be difficult to get a talkative
customer to focus on the problem.

RUDE CUSTOMER
A rude customer complains during the call and often makes negative comments about
the product, the service, and the technician. This type of customer is sometimes abusive
and uncooperative and gets aggravated very easily.
ANGRY CUSTOMER
An angry customer talks loudly during the call and often tries to speak when the
technician is talking.
Angry customers are usually frustrated that they have a problem and upset that they
have to call somebody to fix it.

KNOWLEDGEABLE CUSTOMERS
A knowledgeable customer wants to speak with a technician that is equally experienced
in computers. This type of customer usually tries to control the call and does not want
to speak with a level-one technician.

INEXPERIENCED CUSTOMER
An inexperienced customer has difficulty describing the problem. These customers are
usually not able to follow direction correctly and not able to communicate the errors
that they encounter.

USE PROPER NETIQUETTE

As a technician, you should be professional in all communication with customers, for e-
mail and text communications, there is a set of personal and business etiquette rules
called netiquette.

In addition to the e-mail and text Netiquette, there are general rules that apply to all of
your online interactions with customers with customers and coworkers.

 Remember that you are dealing with people.

 Adhere to the same standards of behavior that you follow in real life.
 Know where you are in cyberspace
 Respect other peoples time and bandwidth
 Share expert knowledge.
 Do not engage in flame wars online.
 Respect other people’s privacy.
 Be forgiving of other peoples mistakes.

IMPLEMENT TIME AND STRESS MANAGEMENT TECHNIQUES

As a technician, you are a very busy person. It is important for your own well-being to
use proper time and stress management techniques.
WORKSTATION ERGONOMICS

The ergonomics of your work area can help you to do your job or make it more difficult.
Because you spend a major portion of your workstation, make sure that the desk layout
works well.

TIME MANAGEMENT

For time management, it is important to prioritize your activities. Make sure that you
carefully follow the business policy your company.

STRESS MANAGEMENT

For stress management, take a moment to compose yourself between customer calls.
Every should be independent of each other, and you should not carry any frustration
from one call to the next.

You might have to do some physical activity to relieve stress. You should stand up and
take a short walk. Do a few simple stretch movements or squeeze a tension ball. Take a
break if you can, and try to relax. You’ll then be ready to answer the next customer call
effectively.

OBSERVER SERVICE LEVEL AGREEMENT

When dealing with customers, it is important to adhere to that customer’s SLA. An SLA
is a contract that defines expectations between an organization and the service vendor
to provide an agreed upon level of support. As an employee of the service company,
your job is to honor the SLA that you have with the customer.

FOLLOW BUSINESS POLICY

As a technician, you should be aware of all the business policies related to customer
calls. You would not want to make a promise to a customer that you cannot keep. You
should also have a good understanding of all rules governing employees.

CUSTOMER SATISFACTION

The following rules should be followed by all employees to ensure customer

satisfaction,
  Set and meet a reasonable timeline for the call or appointment and
communicate this to the customer.
 Communicate service expectations to the customer as early as possible.
 Communicate the repair status with the customer, including explanations for any
delays.
 Offer different repair or replacement options to the customer, if applicable.
 Give the customer proper documentation on all service provided.
 Follow up with the customer at a later date to verify satisfaction.

Explain ethics and legal aspects of working with computer technology

when you are working with customers and their equipment, there are some general
ethical customs and legal rules that you should observe. Often, these customs and rules
overlap.

Ethical Customs

You should always have respect for your customers, as well as for their proper. Property
includes any information or data that might be accessible. Such information or data
includes any of the following items,

 E-mails
 Phone lists
 Records or data
 Hard copies of files, information, or data left on desk

LEGAL RULES

Several computer-related activities are not only unethical but are illegal. Be aware that
this is not an exhaustive list,

 Do not make any change to system software or hardware configurations without

customer permission.
 Do not access a customers or co-workers accounts, private files, or e-mail
messages without permission.
 Do not install, copy, or share digital content including software, music, text,
images, and video, in violation of copyright and software agreements or
applicable federal and state law.
 Do not use a customers company IT resources commercial purposes.
 Do not make a customers IT resources available to unauthorised users.
 Keep sensitive customer information confidential.
 Do not knowingly use a customer’s company resources for illegal activities.
criminal or illegal use includes obscenity, child pornography, threats,
harassment, copyright infringement, university trademark infringement,
defamation, theft, identity theft, and unauthorized access.