When dealing with clients there are procedures that should be followed to ensure effective communication between technician and client is achieved. In many instances a client will be a non-technical user; the first thing a technician must remember is that they must be patient and avoid the use of technical language. The process of effective communication when effecting repairs can be broken down into steps; for example, when a non-technical user brings a computer for repairs the only information they may be able to offer is ‘it doesn’t work’. The following communication steps can be used in this scenario;
1. While the client is present set the computer up and turn it on.
2. If this fails address the simple problems first, in this case try a different power cable.
3. If this fails then further investigation is required, ask the client for some details; these would be contact details and any other information relating to the particular situation, e.g. when did the fault occur or were any error messages displayed on the screen prior to failure.
4. Give the client a time when you will contact them with an update; this is important, even if the fault has not been rectified the client can be kept informed of progress.
5. The computer will be taken into the workshop for further investigation.
6. When the problem is traced, e.g. a faulty PSU, the client can be contacted and informed of the fault.
7. The client can be asked for information such as what the computer is used for and how long they are planning on keeping it for.
8. This information can be used to choose an appropriate replacement part and the client can be informed of the cost of repair and authorisation can be obtained.
9. When the repair is complete the client should be contacted and arrangements can be made for collection.
10. When the client arrives, they can be told what was done to repair the fault and any advice to avoid it happening again can be offered.
11. Before the client leaves, the computer should be tested in their presence and shown to be working.
12. The client can be asked to sign a form saying they have been shown the repaired machine and are happy with the repairs.
13. After approximately a week, a follow up call should be made. This is where the client is contacted to check the computer is still working and that they are happy with the way the repair procedure was handled.
These steps can be adapted to almost any situation where communication between a technician and a client must take place.
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