do not minimize customer problems??

Hey!!!

In the objectives it says not to minimize customer problems.
I don't really understand what this means. I thought minimizing
the problems for the customer is something that would have to be done
in order to get down to the problem. Or does it mean to just get the problem
done that they asked for???

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Comments

Bokeh

To most customers, every problem is a major problem. Even if you know it is something simple. Don't belittle their issues. They have a concern that needs to be taken care of. Handle it professionally and keep a customer happy.

jamesleecoleman

Sweet, thanks for the information

WilliamK99

Alot of people who are fairly knowledgable with computers and networks sometimes make the customer feel stupid, by making comments like "Oh that was easy", or "You can't do that? A child knows how to do that".

To be customer service oriented means to treat the customer like you want to be treated, with courtesy and respect. At work, even if the customer has a cable unplugged, I treat it like it could have happened to anyone or it was a common mistake, I never act like they are a retard or make them seem that their problem isn't very important.

It is also something I instill into my subordinates, the worst thing you can do is to embarass or make the customer feel stupid, because when they have a serious problem, such as a virus, or a major issue that could effect the entire network, they are less likely to ask you for help for fear of how you will treat them...

jamesleecoleman

Would it also seem rude to show a customer how it was fixed and what was broke??

WilliamK99

No, IMO you want to educate the customer without making them feel stupid...

I usually show them want they did wrong and then show them how to correct it while mentioning it was a common mistake, or it could happen to anybody.

dynamik

Screw the end user; make your life easier!

Psoasman

We should treat our customers the way they want to be treated, which is the platinum rule.

jamesleecoleman

I wasn't sure if I would tell the user and show them because
sometimes people take things the wrong way :O
Thanks for helping me better understand