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

2. © Cengage Learning 2014 The Customer Decides When the Work Is Done When you think a problem is solved, allow customer to decide when the service is finished A+ Guide to Managing & Maintaining Your PC, 8th Edition 2

3. © Cengage Learning 2014 The Customer Decides When the Work Is Done Complete these tasks before closing the call: o Reboot PC to make sure you have not caused a problem with the boot o Allow the customer enough time to be fully satisfied that all is working o Ask user to verify any restored data o Review service call with the customer o Explain preventative maintenance to the customer A+ Guide to Managing & Maintaining Your PC, 8th Edition 3

4. © Cengage Learning 2014 Listen to the Customer One of the attributes that makes a good customer service or repair person is the ability to o actively listen to the customer. Real listening means not just hearing what the customer has to say, o but trying to pin down what they mean. A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

5. © Cengage Learning 2014 Do Your Best Doing an efficient, professional, and complete job does more to ingratiate you to customers than almost anything else you can do. A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

6. © Cengage Learning 2014 Geek Squad Case File #51403 An irate customer calls, complaining that a technician from your company has recently performed a software upgrade on his system and now the modem will not connect with other modems. How should you handle the customer? o a. “I’m sure none of our technicians would have left a condition like that. Let’s see what the problem is. o b. “Give me the technician’s name, and I’ll have him get back to you as soon as he returns to the office.” o c. “Please describe the symptoms to me, so I can see what might be causing the problem.” o d. “This is really easy. Take the top off of the computer, and check to see that the card is installed securely.” A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

7. © Cengage Learning 2014 If You Need Help A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

8. © Cengage Learning 2014 Sometimes You Must Escalate a Problem Every technician does not know how to solve every problem with a PC o Sometimes, a problem needs to be assigned to someone higher in the support chain o If that happens, follow through to make sure the customer and new support person have made contact A+ Guide to Managing & Maintaining Your PC, 8th Edition 8

9. © Cengage Learning 2014 Be Proactive A+ Guide to Managing & Maintaining Your PC, 8th Edition 9