It is important to always act in a professional manner when working as a PC technician. Unfortunately, PC technicians are often considered to have poor people skills. To remedy this stigma, there are multiple things that PC technicians should do to optimize their customer's experience.
Often, first impressions set the tone for the overall customer experience. If your first contacts with the customer are positive, you will be more likely able to maintain that positive relationship throughout the customer experience. Keep in mind the following:
- Be on time. If you are going to be late, contact the customer, apologize for the inconvenience, and give a realistic timeframe for your arrival.
- Dress appropriately based on your company's policies.
- Greet the customer, introduce yourself, and ask permission before entering.
- Review the purpose of the support call. If necessary, explain the process you will use to identify and resolve the problem. Set realistic expectations for finishing your work, being careful not to over promise.
Good communication skills are essential when communicating with customers and colleagues. This includes being tactful and using discretion. Some things to remember about communication skills are:
- Use clear, concise, and direct statements.
- Allow the customer to complete statements--avoid interrupting.
- Clarify customer statements--restate what they have said and ask pertinent questions.
- Avoid using jargon, abbreviations, and acronyms. When you do use technical terms, take the time to explain them in simple language.
- Actively listen to customers.
- Use professional and courteous language at all times. Avoid making jokes or commenting on issues unrelated to the purpose of your visit.
Another important aspect of acting in a professional manner is to treat your customers with respect. This includes always providing confidentiality, using caution when entering a customer's workspace or working on their computer, and never treating a customer in a demeaning manner. Some other important things to remember about dealing with your customers in a respectful manner are:
- Maintain a positive attitude and tone of voice.
- Avoid arguing with customers or becoming defensive.
- Realize the importance of your task--do not minimize customers’ problems.
- Avoid being judgmental, insulting, or calling the customer names. When dealing with upset customers, try to maintain a calm voice, clearly explain your position, and do as much as is within your power to resolve the issue.
- Avoid distractions or interruptions when talking with customers or completing work at the customer location.
- Avoid taking personal phone calls.
- Ask for permission before taking business-related calls. If necessary, excuse yourself from the area before dealing with unrelated matters.
- Avoid accusing the customer, even if the problem might be directly related to their incorrect actions.
- Do no browse files on computers that are not necessary for the repair. Do not move or take personal items from the area or look in areas unrelated to the repair.
As you identify the problem and possible solutions, keep in mind the following:
- Get authorization to proceed before making any unexpected repairs or fixing items that were not part of the original problem, especially if the extra repairs result in an additional charge.
- If possible, clearly explain any repair options, as well as the advantages and disadvantages as well as the cost.
- After you have fixed the problem, try it out (or let the customer try it out) to make sure that other problems don't exist.
- After the repairs are finished, provide the customer with a detailed description of the work performed along with any manuals or documentation related to new hardware. Ask the customer if they would like to keep the failed components.
- If necessary, take the time to briefly explain any new software or hardware that was installed.
- If applicable, offer additional services or training that might be beneficial to the customer.
- If the problem is related to user error or is caused by actions taken by the customer, tactfully explain the problem without accusing or judging the customer.
- Before leaving, make sure the customer is satisfied that the problem has been resolved. For best customer service and based on your company policy, follow up with the customer at a later time to verify that the problem remains fixed.
You should attempt to resolve all customer problems yourself as long as the task falls within your scope of responsibility. If a request is outside of your ability or your responsibility, help the customer get in contact with the appropriate people (such as another technician who handles those requests or a manager who has the authorization to respond to a problem or a request).