872 Computer Service and Repair
Keep your promises. If you say you will be there in the morning, be there.
The client may have rearranged their schedule to accommodate you. If you have a
problem, call ahead, and always apologize. How often have you been given a date
and been required to sit home all day to have a service done. Do not allow this
type of behavior to become your business signature.
Contracts
If a company is large, it may be necessary to create a written document or
contract to be sure everyone has the same expectations. The contract should
contain a description of the work to be performed, the estimated or actual cost,
and other terms agreed on. By having a customer signature prior to work, you
always protect yourself against a misinterpretation of expectations. A client or
customer should always receive exactly what they agreed to—maybe more, but
never less.
Teamwork
Teamwork is two or more people working toward a common goal. For
example, the goal of customer support is customer satisfaction. When you work
as part of a team, you place the common goal of the team “customer satisfaction”
above your own individual goals(s), such as recognition and promotion.
Teamwork is an essential component of a successful business.
As a team member, you must be willing to help other team members and to
share your own expertise and knowledge with others. For example, a customer
calls and asks about the status of their computer. If the person assigned to repair
the computer is out of work that day, you should check the job ticket to review
the status of the repair. It could be ready for pickup or awaiting parts. You should
try to help the customer even if it is not your assigned repair. Make a note of the
customer call and record your actions. For example, you might write a note on the
ticket such as “Customer called and asked the status of the repair. I informed him
it was awaiting parts and should be ready in a day or two.” Then, sign the note.
When working as a member of a team, you should be willing to share your
knowledge with other team members. Knowledge is not just limited to technical
issues. It also covers company procedures or any other bit of knowledge that
might help another team member perform their duties.
Job protection attitude
A common, yet unattractive trait in the business world occurs when a
person will not share their individual knowledge with another team member.
The concept is referred to as “job protection.” This happens, for example, if one
person is the only person that knows how to perform specific tasks and they are
not willing to share this information or train another person. They feel they are
secure in their position with the company if they are the only person who knows
how to perform that task.
In reality, this type of person is actually jeopardizing their position with
the company. The company management or owner will not like the fact that an
employee is not willing to share their knowledge for the good of the company. If
the person is unwilling to share their knowledge or to help other team members,
they will most likely find themselves looking for other employment. Remember
that working as a team requires supporting other team members, especially by
teamwork
two or more people
working toward a
common goal.