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Last updated on 2024年5月31日

Here's how you can convey technical information to non-technical clients in computer repair.

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When you're faced with the challenge of explaining complex computer repair issues to clients who may not have a technical background, clear communication is key. The goal is to ensure they understand the problem and the proposed solution without overwhelming them with jargon. This article is designed to help you bridge the gap between technical expertise and everyday understanding, ensuring your clients feel informed and confident in the services they're receiving.

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Ali Razeghi

Computer engineer - hardware expert
Karen Prewitt

Journeyman IT ADMINISTRATOR
Rodrigo X.

Analista de Suporte Senior | Infraestrutura | Monitoramento de Redes | Processos | Cybersecurity | Lideran?a…

1 Simplify Terms

When discussing computer issues with non-technical clients, it's important to simplify technical terms. For example, instead of saying "Your hard drive has bad sectors," you could explain, "The area where your computer stores information is damaged, which is why you're having trouble accessing your files." By using analogies or comparing computer components to everyday items, you make the information more relatable. Remember to gauge your client's understanding as you go, and be ready to clarify further if needed.

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Ali Razeghi

Computer engineer - hardware expert
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Avoid jargon and technical terms. Use everyday language to explain the issue and solution. Use analogies or metaphors to relate technical concepts to familiar experiences. You can use diagrams, pictures, or demonstrations to help illustrate your points. Be patient and take the time to listen to the client's concerns and questions. Ask if they have any questions or need further clarification. Explain how it will improve their computer's performance or solve their problem. Offer a simple summary of the issue and the steps taken to fix it. This gives the client something to refer back to if they have questions later. Invite the client to ask questions and straightforwardly answer them.

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Rodrigo X.

Analista de Suporte Senior | Infraestrutura | Monitoramento de Redes | Processos | Cybersecurity | Lideran?a Operacional de TI
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I believe that using a technical approach is not correct, not least because not everyone has access to today's technical terms, but in order to convey security, the clearer and more objective you are, the more successful your explanations to the client will be

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2 Use Visuals

Visual aids can be incredibly effective in conveying technical information. If you're explaining how a virus has affected a client's computer, a diagram showing how the virus infiltrates and spreads can be much more understandable than a verbal explanation alone. Even showing the physical parts of a computer and pointing out where the problem lies can demystify the issue. Visuals act as a universal language, breaking down barriers that technical terms might create.

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Karen Prewitt

Journeyman IT ADMINISTRATOR
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I always use visual aids to help users update their computers. I could update the anti-virus on 500 computers or send out step-by-step instructions with pictures so they can update the computer themselves. It turns what could take a week into only taking a day.

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3 Avoid Jargon

It's crucial to avoid industry jargon when talking to clients who may not be familiar with computer repair terminology. Phrases like "boot sector" or "BIOS update" can be confusing. Instead, use plain language, such as "the part of your computer that starts everything up when you turn it on needs fixing." This approach prevents misunderstandings and builds trust, as clients don't feel excluded by language they don't understand.

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Rodrigo X.

Analista de Suporte Senior | Infraestrutura | Monitoramento de Redes | Processos | Cybersecurity | Lideran?a Operacional de TI
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Although we have more access to information, avoiding IT terms and jargon helps to make things clearer. And this doesn't just happen in the technical area, but also with developers, security personnel, networks, etc.

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4 Educate Gradually

Rather than overwhelming clients with information, educate them gradually. Start with the basics of the issue and then slowly add more detail as necessary. For instance, if their computer is running slow, begin by explaining common causes like too many running programs or temporary files taking up space. As they grasp the basics, you can delve into more complex reasons if relevant. This step-by-step approach helps clients follow along and feel involved in the repair process.

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5 Encourage Questions

Encouraging clients to ask questions is vital. It not only helps them feel more involved but also gives you insight into their level of understanding. Be patient and answer all questions thoroughly. If a client asks what malware is, for example, explain that it's like unwanted software that can harm their computer or steal information. Always be ready to rephrase your explanations if they're not getting through the first time.

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6 Follow Up

After the repair is complete, a follow-up can ensure that clients have retained the information and are satisfied with the service. This could be a simple phone call or email asking if they have any further questions or issues. It's an opportunity to go over any instructions for preventing future problems and to reinforce key points from your earlier discussions. A follow-up demonstrates your commitment to their understanding and satisfaction, which can lead to a lasting professional relationship.

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Karen Prewitt

Journeyman IT ADMINISTRATOR
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Always follow up with your customers. You may think you have fixed a problem but come to find out it has popped up again. By checking back sooner rather than later your customer may remember something that might have been forgotten if you left it til the end of the day.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Here's how you can convey technical information to non-technical clients in computer repair.

1

2

3

4

5

6

7

1 Simplify Terms

2 Use Visuals

3 Avoid Jargon

4 Educate Gradually

5 Encourage Questions

6 Follow Up

7 Here’s what else to consider

Computer Repair

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Here's how you can convey technical information to non-technical clients in computer repair.

1

2

3

4

5

6

7

1 Simplify Terms

2 Use Visuals

3 Avoid Jargon

4 Educate Gradually

5 Encourage Questions

6 Follow Up

7 Here’s what else to consider

Computer Repair

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