Chapter 20 Customer Support, Communication, and Professionalism 871
Your job is to defuse the situation by letting the client vent. When responding
to the client, use a calm assuring voice. What you want the customer to do is stop
yelling at you and begin to talk with you. At an opportune time, simply say, “Let’s
see what I can do to resolve this problem.” When you start to work on the problem,
or to tell them what you are planning to do, check if it is all right with them.
If the customer continues to vent, find out what will make them happy. For
example, a customer may have brought their computer to the shop several times
for the same problem. It may or may not be the same problem, but that is their
perception. Find out what will make them happy by asking, “What do you think
it will take to make you satisfied?”
They may want their bill adjusted or to not be charged for the present repair.
If you are not authorized to waive the costs, simply say, “I’ll see what we can do
for you,” and then check with your supervisor. If a person is upset, it will only
become worse if they think that they are not being taken seriously.
Is the Customer Always Right?
There is a very old business saying: “The customer is always right.” Well,
this is true most of the time, but there are times when this motto just doesn’t
apply. When the customer or client wishes you to do something unethical or
illegal, they are wrong. For example, a customer may request you write a receipt
for more value than the actual cost of the repair. Or, a customer may ask you to
violate some copyright law. Do not do it.
How about when a customer uses foul language in a loud tone and threatens
you? Can you really make that person happy? You never need to fear for your life
or bodily harm. If the customer threatens you, you should politely ask the person
to leave, and if they will not, call the police or security. What if the customer is
intoxicated and becomes abusive? Again, this customer should be asked to leave,
and if they refuse, call the police. An intoxicated or violent customer is not only
a threat to you and the business, they are also a threat to any other people who
enter or are present at the business.
Follow-Up
A follow-up helps to build a good relationship with the customer or client.
Perform a follow-up after you have had a break in contact with the customer or
contact. For example, after a customer’s problem has been fixed, follow up a few
days after completing the repair to see if they are satisfied and all went well. This
technique improves service and builds a client’s trust. Customers and clients
love the fact that someone is checking if their problem was handled in a timely
fashion and that they were dealt with professionally.
Your Word
One of the most important assets you have is your word, and it costs you
nothing. Your word or promise can make or break your client relationship. Be
a person of your word. Your word should be your bond. Suppose you tell a
customer you will contact them with a repair estimate the next day, but you run
into a problem with a vendor. The vendor does not respond to your inquiry, so,
in turn, you do not have the customer estimate ready. If you told the customer
you would call the next morning, do so, even if it is to say you do not have the
estimate yet. It is important that you be a person of your word.