Your repair team is accused of causing new computer issues. How will you handle the customer's accusation?

1. Stay Calm and Listen: Hear the customer's concerns without interrupting and show empathy. 2. Gather Information: Ask for details about the issues and review the repair history. 3. Apologize and Assure: Apologize for the inconvenience and assure them you'll look into it. 4. Investigate: Inspect the computer to identify the issues. 5. Communicate Findings: Could you explain whether the issues are related to the repair with transparency? 6. Resolve the Issue: Fix any related issues at no cost; offer a solution or discount if unrelated. 7. Follow-up: Ensure customer satisfaction after the repair. 8. Learn and Improve: Analyze and prevent future issues and train your team as needed.

When confronted with accusations of causing new computer issues, your first step should be to listen actively to your customer's concerns. This isn't just about hearing them out; it's about understanding the specific problems they're experiencing. Encourage them to detail the issues, and ask clarifying questions if necessary. This approach not only helps in diagnosing the problem but also shows that you value their input and are taking their concerns seriously. Remember, good communication is the bedrock of customer service, and it starts with listening.

I always start these situation the same, with what Chris Voss calls an Accusation Audit. I'll say something like, "You are probably going to think we don't know how to repair computers or care about doing it correctly." This emotional labeling triggers the customer's empathy and gets them on my side. After I've labeled what they are probably thinking, everything is now in the open and we can start to gain agreement on what we can do to make it right.

Unfortunately, these situations do occur and are tricky to manage. From experience, it's crucial to first listen to the client's concerns, get to the root of their complaint. Often, the problem is that clients aren't technically minded; they don’t understand how a computer functions on a technical level. Consequently, they might attribute a new issue to a previous repair, even if they're unrelated. The key is to ask the right questions to both the customer and the technician who performed the repair. Offer a free initial inspection of the device, but inform the customer that if the fault is found to be unrelated, resolving it will be chargeable. If your an honest company with a solid reputation then their should be no problem with this.

When evaluating the device with the reported issue, make sure to document your findings thoroughly. If the problem was caused by the technician, be honest about it. Simply admit that a minor error or oversight occurred, but assure the customer that it has now been fixed. Nobody gets it right 100% of the time, but being transparent can significantly boost the customer's trust and respect for the business. If the issue is unrelated to any prior work, document the problem and explain why it is not related. Communicate this clearly to the customer and offer repair options. Should the customer remain dissatisfied, they are welcome to collect their device and seek a second opinion elsewhere. Always strive to be honest, open, and transparent.