862 Computer Service and Repair
Verbal Communication
The secret to a successful business is repeat customers. The secret to having
repeat customers is customer satisfaction. Customers are satisfied when you
are helpful, courteous, and express a genuine sincerity when dealing with their
problems and complaints. This may sound like a simple task, but one slip of your
tongue while you are frustrated could mean the difference between success and
failure in customer relations.
When communicating with customers and clients, always speak clearly and
concisely. Never use computer and network jargon and acronyms if you can avoid
it. You may think that using such language makes you sound smarter or more
knowledgeable. In reality, it makes the customer or client “feel” less valuable and
stupid. It breaks down their confidence even further than it already must be. The
customer or client should feel comfortable while engaged in a conversation with you.
Always begin your conversation with a warm greeting. For example, “Good
morning, what can I do to be of service to you?” While engaged in conversation
with a customer or client, use positive words to establish a “Can do!” attitude.
Use reinforcing statements, such as, “Don’t worry, I’ll have this fixed in no time,”
or “This is a very common problem. Lots of people have trouble at first.” Do
whatever you can to build their self-esteem and their confidence in you and in
your company. The following are some good and bad examples of statements
used when communicating with a customer or client:
Good examples:
“Yes, we can fix that.”
“No problem, we can handle that.”
“Yes, we fix that type of problem all the time.”
“If you have any more problems, don’t hesitate to call.”
“You are no bother. This is what I am here for.”
Bad examples:
“I hope we can help you.”
“I’ve never fixed that type of problem before.”
“I don’t know, but I’ll try.”
“I’ll be busy later, so lets get this finished now.”
Body Language
Body language and mannerisms can say more than the spoken word and
reveal your true feelings. For example, as an employee you may say, “How may
I help you?” However, if you continue to work on a customer’s computer and
avoid eye contact with the customer, you are sending the nonverbal message, “I
am very busy right now and really do not have time for your problem.” If you
greet a person with open arms or hands, you warmly say nonverbally, “I am
open to your problem.” On the other hand, if you greet the customer with arms
folded across your chest and a scowl on your face, you are sending the nonverbal
message, “Keep out.” The following are some body language key points to keep
in mind:
✔ Smile.
✔ Maintain eye contact with the customer while listening, Figure 20-8.
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862 Computer Service and Repair
Verbal Communication
The secret to a successful business is repeat customers. The secret to having
repeat customers is customer satisfaction. Customers are satisfied when you
are helpful, courteous, and express a genuine sincerity when dealing with their
problems and complaints. This may sound like a simple task, but one slip of your
tongue while you are frustrated could mean the difference between success and
failure in customer relations.
When communicating with customers and clients, always speak clearly and
concisely. Never use computer and network jargon and acronyms if you can avoid
it. You may think that using such language makes you sound smarter or more
knowledgeable. In reality, it makes the customer or client “feel” less valuable and
stupid. It breaks down their confidence even further than it already must be. The
customer or client should feel comfortable while engaged in a conversation with you.
Always begin your conversation with a warm greeting. For example, “Good
morning, what can I do to be of service to you?” While engaged in conversation
with a customer or client, use positive words to establish a “Can do!” attitude.
Use reinforcing statements, such as, “Don’t worry, I’ll have this fixed in no time,”
or “This is a very common problem. Lots of people have trouble at first.” Do
whatever you can to build their self-esteem and their confidence in you and in
your company. The following are some good and bad examples of statements
used when communicating with a customer or client:
Good examples:
“Yes, we can fix that.”
“No problem, we can handle that.”
“Yes, we fix that type of problem all the time.”
“If you have any more problems, don’t hesitate to call.”
“You are no bother. This is what I am here for.”
Bad examples:
“I hope we can help you.”
“I’ve never fixed that type of problem before.”
“I don’t know, but I’ll try.”
“I’ll be busy later, so lets get this finished now.”
Body Language
Body language and mannerisms can say more than the spoken word and
reveal your true feelings. For example, as an employee you may say, “How may
I help you?” However, if you continue to work on a customer’s computer and
avoid eye contact with the customer, you are sending the nonverbal message, “I
am very busy right now and really do not have time for your problem.” If you
greet a person with open arms or hands, you warmly say nonverbally, “I am
open to your problem.” On the other hand, if you greet the customer with arms
folded across your chest and a scowl on your face, you are sending the nonverbal
message, “Keep out.” The following are some body language key points to keep
in mind:
✔ Smile.
✔ Maintain eye contact with the customer while listening, Figure 20-8.

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