Home appliance repair technicians needs to be excellent communicators to ensure their work is properly understood by the customers, colleagues and superiors. The following figure lists the persons with whom they have to communicate :
The technician may also be required to communicate in the local language to understand the customers queries and suggest to them appropriate solutions where service alone would not solve the purpose.
Seeking details to assess the problem and suggesting solution to customer
Each customer will have a different problem and a very different idea of what customer service means. Therefore, to provide approprite customer service, a home appliance repair technician must be able to communicate well to understand the customers needs and provide accurate solution to the problem.
Without details, the technician cannot asses the problem correctly. Also, without being able to provide service on-site, the person is of no use. Thus, it is important to communicate to understand the area of issue properly. A detailed investigation alone will lead the technician to the root of the problem, which will then become easy to solve.
As a customer service representative at the customer's locations, a home appliance repair technician may be required to tell the customer what they want to hear, but that is not a good practice, even though all representative are trained to do so. The correct thing will be to suggest real solutions to the customer. To ensure customer satisfaction, the home appliance repair technician must do the steps as shown in the following figure :
Assisting and education customers about warranty and precautions
A home appliance repair technician on an on-site visit to a customer location must detail the requisites regarding warranty .this will educate the customer on whether the appliance is in warranty or not. The following figure lists some important information that a home appliance repair technician should communicate to the customer :
The technician may also be required to communicate in the local language to understand the customers queries and suggest to them appropriate solutions where service alone would not solve the purpose.
Seeking details to assess the problem and suggesting solution to customer
Each customer will have a different problem and a very different idea of what customer service means. Therefore, to provide approprite customer service, a home appliance repair technician must be able to communicate well to understand the customers needs and provide accurate solution to the problem.
Without details, the technician cannot asses the problem correctly. Also, without being able to provide service on-site, the person is of no use. Thus, it is important to communicate to understand the area of issue properly. A detailed investigation alone will lead the technician to the root of the problem, which will then become easy to solve.
As a customer service representative at the customer's locations, a home appliance repair technician may be required to tell the customer what they want to hear, but that is not a good practice, even though all representative are trained to do so. The correct thing will be to suggest real solutions to the customer. To ensure customer satisfaction, the home appliance repair technician must do the steps as shown in the following figure :
Assisting and education customers about warranty and precautions
A home appliance repair technician on an on-site visit to a customer location must detail the requisites regarding warranty .this will educate the customer on whether the appliance is in warranty or not. The following figure lists some important information that a home appliance repair technician should communicate to the customer :
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