When a customer brings you their printer, they are likely to be frustrated that their printer is not working. What they will be looking for is peace of mind and knowing that repairing your printer will be as efficient and convenient as possible. And if you can deliver this, they will be satisfied customers.
The first time you meet your customer, you should seek to build trust. The way to do this is to be courteous and friendly, and to be informed without being overbearing. When discussing the problem with your customer, be sure to listen to their side of what is happening. The key is to try and select the snippets of what they tell you are relevant and use them to help diagnose the problem that has led them to seek a printer repair.
Once you agree that the printer will be dropped off for printer repair, be realistic about giving them time frames for repair. For example, telling them that you will call them at the end of the day when you know you have a job in the afternoon will only frustrate them, while telling them that you can check it out in the morning and that you will call them around noon. set your expectations to a realistic level, and you’ll appear more informed when you’ve been able to take a comprehensive look at the printer and what printer repair will entail.
Regardless of what you have told the customer, and whatever printer repair step you are in, make sure you keep the promises you make and continue to give the customer realistic deadlines.
The other important aspect of printer repair is to make sure that once you have checked the printer, you always give your customer your quote on the job before they start as they may not want to move on. Whether or not you are cleared for the job, make any of the decisions willingly. And even if they don’t give you this job, if they stay polite and professional, they might consider you for the next job.
The key is to try and select the snippets of what they tell you are relevant and use them to help diagnose the problem that has led them to seek a printer repair.