1. A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 8 Satisfying Customer Needs

2. © Cengage Learning 2014 Dealing With Difficult Customers A+ Guide to Managing & Maintaining Your PC, 8th Edition 2

3. © Cengage Learning 2014 Dealing With Difficult Customers When trying to solve a problem over the phone and the customer is not knowledgeable: o Be specific with your instructions o Don’t ask the customer to do something that might destroy settings or files without having them back up first o Ask customer what is displayed on the screen to help track keystrokes A+ Guide to Managing & Maintaining Your PC, 8th Edition 3

4. © Cengage Learning 2014 Dealing With Difficult Customers When trying to solve a problem over the phone and the customer is not knowledgeable: o Follow along at your own PC o Give the customer plenty of opportunity to ask questions A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

5. © Cengage Learning 2014 Dealing With Difficult Customers When trying to solve a problem over the phone and the customer is not knowledgeable: o Compliment the customer whenever you can o If customer cannot help you solve the problem without a lot of coaching, tactfully request that the caller have someone with more experience call you A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

6. © Cengage Learning 2014 Dealing With Difficult Customers When the customer is overly confident: o Compliment the customer’s knowledge, experience, or insight o Slow the conversation down o Don’t back off from using problem solving skills o Be careful not to accuse the customer of making a mistake o Even though the customer might be using technical jargon, do not use jargon back to the customer A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

7. © Cengage Learning 2014 Dealing With Difficult Customers When the customer complains: o Be an active listener, and let customers know they are not being ignored o Give the customer a little time to vent, and apologize when you can Start conversation over from beginning o Don’t be defensive o Know how your employer wants you to handle a situation where you were verbally abused A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

8. © Cengage Learning 2014 Dealing With Difficult Customers When the customer complains: o If the customer is complaining about a product or service that is not from you company, don’t say “That’s not our problem” o If the complaint is against you or your product, identify the underlying problem if you can A+ Guide to Managing & Maintaining Your PC, 8th Edition 8

9. © Cengage Learning 2014 Dealing With Difficult Customers When the customer complains: o Sometimes simply making progress or reducing the problem to a manageable state reduces the customer’s anxiety o Point out ways you think communication could be improved A+ Guide to Managing & Maintaining Your PC, 8th Edition 9

10. © Cengage Learning 2014 Geek Squad Case File #21137 A customer who has picked up a repaired computer from your store brings it back within a few hours, complaining that it doesn’t work. What should you say? o a. “What happened to it?” o b. “Sometimes I can’t believe our technicians can find their way home at night. I’ll get this thing fixed up for you.” o c. “It was working when it left here. I don’t know what could have happened to it. Let’s take a look at it.” o d. Offer to send the customer replacement RAM. A+ Guide to Managing & Maintaining Your PC, 8th Edition 10