Copyright Goodheart-Willcox Co., Inc. 844 Computer Service and Repair Th e customer may want his or her bill adjusted or to have costs waived for the present repair. If you are not authorized to waive the costs, simply say, “I will see what we can do for you,” and then check with your supervisor. If a person is upset, it will only become worse if the person thinks that he or she is not being taken seriously. Is the Customer Always Right? Th ere is an old business saying: “Th e customer is always right.” Th is is true most of the time, but there are times when this sentiment does not apply. When the cus- tomer or client wishes you to do something unethical or illegal, he or she is 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. Under no circumstances should you do something that violates a law, ethical practices, or company guidelines or policies. How about when a customer uses foul language in a loud tone and threatens you? Can you make that person happy? You should never have to fear for your life or bodily harm. If the customer threatens you, you should politely ask the person to leave, and if the customer 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 he or she refuses, call the police. An intoxicated or violent customer is not only a threat to you and the business the customer is 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 client. For example, after a customer’s problem has been fi xed, follow up a few days after completing the repair to see if the customer is satisfi ed and all went well. Th is tech- nique improves service and builds a client’s trust. Customers and clients love the fact that someone is checking whether the problem was handled in a timely fashion and if he or she was 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 and let it be part of your reputation. Suppose you tell a customer you will con- tact him or her with a repair estimate the next day, but you run into a problem with a vendor. Th e 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. Keep your promises. If you say you will be there in the morning, be there. Th e client may have rearranged his or her 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. Th e contract should contain a de- scription of the work to be performed, the estimated or actual cost, the estimate of 1002: 4.7 1002: 4.7 1002: 4.7 1002: 4.7