Giving Them The Power To Solve Their Own Problems

, , , | Right | December 1, 2018

(I work for a small IT service provider and I’ve just finished preparing a new computer for a customer. I had it here, installed the OS, requested software, and so on. The customer comes by and takes the computer home after I am finished. A while later, he calls.)

Me: “[Company], [My Name]. How can I help?”

Customer: “This is [Customer]. I just set up the computer you prepared for me. It does not work.”

Me: “Okay, can you start the remote maintenance program so I can connect to it and check it out?”

Customer: “No! It does not work!”

Me: “Wait… You mean you can’t start it?”

Customer: “Yes! That’s what I said. You sold me a broken computer!”

Me: “Well, it is a brand-new computer and it worked just fine a few hours ago. Did you connect the power cable?”

Customer: “Of course I did!”

Me: “Okay, did you flick the main switch in the back like I showed you?”

Customer: “Yes, I did! It still doesn’t work! It’s broken! I’ll bring it back. Now I have to crawl back under the table!”

Me: “I could come over and…”

Customer: “No! I’ll bring it back! I don’t want a broken computer!”

Me: “Okay. I’ll be here until six pm. I’m sorry about the problems.”

(The customer hangs up. A few minutes later the phone rings again.)

Me: “[Company], [My Name]. How can I help?”

Customer: “This is [Customer] again. Well… the computer works now.”

Me: “Oh? What was the problem?”

Customer: “When I use a multiple-extension outlet, it might be a good idea to actually turn the thing on.”

(The customer apologized for getting mad at me. I stayed on the phone with him while he checked if everything worked, in case he needed further assistance.)

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