As a computer repair technician, you may encounter clients who are not very familiar with technology and have unrealistic expectations or frustrations. How can you effectively resolve conflicts with non-tech-savvy clients and maintain a professional relationship? Here are some tips to help you deal with challenging situations and communicate better with your clients.
The first step to resolving any conflict is to understand the problem from the client's perspective. Listen actively and empathetically to their concerns and frustrations, and avoid interrupting or judging them. Ask open-ended questions to clarify the issue and their expectations, and repeat back what you heard to confirm your understanding. This will help you establish rapport and trust with the client, and show them that you care about their needs.
I first de-escalate. When a customer comes to you, it is not because everything is going right, something is wrong and they are frustrated. So, I try to win them over with a "we're-on-the-same-side" type of approach by saying something like, "Let's see if we can work on this together and get it resolved for you." I also try to avoid tech-jargon so they don't feel lost and more frustrated. I always try to remain upbeat and avoid making them feel like they caused the problem, even if they did. I ask for permission to do things, like put on hold (if on the phone), or to access folders, etc. It gets them to start saying "yes" which has a phycological impact of being positive, and gets their "buy-in." Lastly, I get them to sign off when done.
Hay que explicar al cliente, el problema que tiene. Luego presentarle las alternativas y soluciones posibles, e indicar tanto el precio en tiempo como en dinero de cada una de las mismas, para que en conjunto se pueda tomar la decisión correcta.
En mi opinión los conflictos con clientes que no son expertos en tecnología pueden resolverse hablando en un lenguaje sencillo, evitando en lo posible los términos técnicos. Hay que utilizar términos que sean comprensibles para evitar abrumarlos, utilizar ejemplos que no sean técnicos. Al escucharlos se debe prestar mucha atención, la escucha debe ser una escucha activa, mostrar empatía e interés por lo que nos plantea el cliente, tenemos que hacer sienta que estamos haciendo todo lo posible para resolver su problema.
I’ve found it helpful to understand the problem(s) from all perspectives. Writing it down with those involved allows for shared articulation and transparency towards a reasonable solution or compromise.
The first step is to clearly listen to understand the problems which I know might be very difficult. To help the client, you might make available a similar device for proper explanation and understanding of the problem. Avoid the use of technical terms and ensure the use of open ended questions with illustrations/descriptions. These will help both of you understand the problem better which is the first step towards solving a problem.
Once you have a clear idea of the problem, you can explain the solution in a simple and concise way. Avoid using technical jargon or acronyms that may confuse the client, and use analogies or examples that they can relate to. Break down the solution into steps and outline the benefits and costs of each option. If possible, show the client how the solution works and what results they can expect. Be honest and realistic about the time frame and the potential risks or limitations of the solution.
Ask open-ended questions to clarify the issue and their expectations, and repeat back what you heard to confirm your understanding. This will help you establish rapport and trust with the client, and show them that you care about their needs.
While the approach outlined here is ideal, I've observed that 99% of the time it falls short in practice. Often, if the solution is deemed too simplistic, it can lead to a misalignment between expectations and reality, particularly concerning time and cost. It's crucial to set objective and clear targets like fixing, restoring, enhancing, or maintaining systems, which directly correlate to observable results. Moreover, I believe in presenting a realistic timeline with a buffer—so, for instance, even if a problem could be resolved in an hour, I account for potential complications by estimating two weeks to ensure all bases are covered.
Use simple terms when explaining the solution, if you see they still do not understand, break it down to terms they will most likely understand, which will help avoiding frustrations on the client's side. Break down the solution into small steps so it will be easier for the client to follow along and understand. Do not make it look easier/better than the situation is, as the client will be thankful for being honest and patient with them.
Puede que exista una solución o camino, pero normalmente existen varios, lo mejor es buscar los PRO y CONTRA de cada uno de los caminos y establecer un dialogo abierto y des complicado con el o los interesados para determinar el camino mas optimo para brindar una solución adecuada y consensuada.
When dealing with customers who are calling for tech support for computer or connection issues most will not understand technical computer science language or terms. It is up to me to explain how the issue can be resolved in a way that they can comprehend. I have developed analogies through experience that most customers can understand such as when I explain that a computer needs maintenance steps just as a car needs an oil change or other steps to ensure it continues to run properly. I explain that the computer is a machine just as a car is a machine and must be maintained properly. In explaining the solution I describe if it is a hardware or software/operating system problem that needs correction. If I can’t fix it on the phone I go out.
Sometimes, the client may be angry, frustrated, or anxious about the problem or the solution. You need to manage your own emotions and stay calm and professional. Do not take their emotions personally or react defensively. Acknowledge their feelings and validate their concerns, and apologize if you made a mistake or caused any inconvenience. Use positive and respectful language, and avoid blaming or criticizing the client or anyone else. If the client is too emotional to listen or cooperate, you may need to take a break or reschedule the conversation.
Emotionen sind menschlich und geh?ren zu unserem Leben einfach dazu. Und das ist auch gut so, denn die sch?nen Emotionen wollen wir immer spüren und genie?en. Emotionen gilt es im Businesskontext zu steuern und weitestgehend zu ?neutralisieren“ bzw. Den Gegenüber in die Lage zu versetzen, sich weiter auf das sachliche Thema fokussieren zu k?nnen und dabei die aufkommenden Emotionen auszuhalten. Wenn man es schafft, alle Emotionen beiseite zu legen und rauszunehmen, orientiert sich alles immer an der Frage: Was ist eigentlich der Kern vom Kern, also das eigentliche Problem? Hierin liegt die gr??te Herausforderung, genau diesen Kern herauszuarbeiten, um dann eine gemeinsame L?sung zu gestalten.
Patience is a key virtue, don't act like you are tired or fed up. Keep eye contact and let the client say their piece before you ask them a question. Listen to them and when they see the is no repulsive behaviour and your attitude genuinely reflects that you are there to help them they will calm down and listen to you.
Just put yourself into their shoes, for example if your car needed repairs and you take it to a shop because you don’t understand cars. Then the mechanic is explaining to you everything that went wrong and you begin to get frustrated and angry because of it and it’s not the mechanics fault he’s just trying to help you. People don’t always know what you know and it could be like speaking a foreign language to them. Keep it real simple and show them the visuals of it and show them what to do so next time it happens they aren’t frustrated and panicky.
Understand that your client may feel frustrated or overwhelmed by technology-related issues. Show empathy and acknowledge their feelings. This can help build rapport and create a more positive atmosphere for resolution.
Es importante separar las apreciaciones o sensaciones de los motivos reales de un problema. Pero no se puede desligar la parte emocional de esto, pues puede ser la causa de que al implementar la solución falle no por falta de técnica o despliegue sino por oposición humana, que en muchos casos es motivo principal de falla. Para esto es imprescindible que dentro de la indagación del inconveniente se observe gestos, palabras, quejas y también motivaciones de todos los involucrados.
After you have explained the solution and managed the emotions, you need to negotiate an agreement with the client. Make sure the client understands and agrees with the solution, and ask for their feedback or input. If there are any objections or concerns, address them respectfully and offer alternatives or compromises. Summarize the agreement and confirm the details, such as the price, the deadline, the warranty, and the follow-up. Thank the client for their cooperation and trust, and provide them with a written contract or invoice.
In negotiating agreements, I advocate for a clear-cut 'yes' or 'no' structure, focusing primarily on time and cost. This simplifies decision-making for both parties. While managing expectations, I always prepare for contingencies, often quoting a timeline with a buffer—such as a two-week period for what might be a one-hour job—to account for unforeseen complications. Moreover, when making decisions on a client’s behalf, I prioritize their best interest, aiming for optimal outcomes over cost-saving measures.
Dar una o varias soluciones a un problema implica muchas veces mover a personas de una posición "cómoda", esto implica que existe alta probabilidad de oposicion. Para solventar este tipo de situaciones se debe proponer acuerdos y detallar mejoras que el involucrado recibirá al implementar la solución, intentando siempre mantener a todos involucrados y participativos en pro del hecho. Por tanto si bien es cierto esto es factible pero debe siempre tenerse en cuenta la actitud cambiante de los seres humanos.
The last step to resolving conflicts with non-tech-savvy clients is to follow up and follow through with the agreement. Keep the client updated on the progress and status of the solution, and notify them of any changes or delays. Deliver the solution on time and as promised, and test it to ensure it works properly. Ask the client for their feedback and satisfaction, and address any issues or questions they may have. Provide them with documentation, instructions, or tips on how to use or maintain the solution. Follow up with a thank-you note or a phone call, and ask for referrals or testimonials if appropriate.
Regelm??iger Austausch und Arbeitsmeetings stellen sicher, dass man zielgerichtet an einer gemeinsamen L?sung arbeitet und jede Partei ihren Teil dazu beitr?gt. Wenn vorher Vereinbarungen und Schritte zur Zielerreichung getroffen wurden, immer wieder darauf zurückkommen und die Einhaltung sicherstellen. Gemeinsam erste Meilensteine und Teilerfolge feiern, um das Thema bzw. die Journey mit positiven Emotionen aufzuladen, die einen weiterhin motivieren.
Make sure to keep the client in the loop, even if there are no delays, leaving a worried client can lead to unnecessary stress, as it can all be avoided in the first place. Once the solution is applied, make sure it is all working so you will have a satisfied client.
Establish regular check-ins to address any concerns or questions your client may have. This ongoing communication helps build trust and ensures that issues are addressed promptly. It builds trust between you and the client.
One thing I have learnt is to never get emotional when handling a customer. Use of leading questions in your conversation to understand customer needs well.
Todo cambio duele. El proceso de seguimiento y control en la implementación de procesos y soluciones es una activada constante. Para esto es necesario establecer una línea base, la cual permitirá establecer indicadores de control para el proceso, contadores, porcentuales, valores, perfiles, etc. Todo esto podrá favorecer una necesaria retroalimentación durante todo el proceso.
???????????? you have to: 1. Make them feel IMPORTANT. 2. Make them TRUST YOU. 3. Offer them the QUICKEST & SIMPLEST solution that is existing up to date (by your knowledge of course). You can use some non-tech examples in order to demonstrate to them that you understood the problem, and some also non-tech examples regarding the solution that you recommend will be a good fix to the problem that they want to solve. In order to convince them, mention also what will happen if they don't follow the solution that you recommend. If let's say you recommend them to buy an external HDD to have a backup for their photos, you can mention that if the HDD of their laptop "dies".... they will say goodbye to all these beautiful memories of the past.
Keep your explanations simple, use plain English and skip the jargon. Use clear visuals and examples, if possible. Graphics can convey ideas more quickly and effectively than words. Use your laptop or tablet to show samples. Talk in terms of results; explain why and what you are doing for the client, not how you are doing it. Clients just want to know what you will deliver and when you’ll deliver it. Share resources that clients might not know about. Use active listening, ask questions, recognizing differences, using open body language.
I don’t understand what a person’s comfort level with technology or their level of expertise has to do with one’s ability to resolve conflict.
If it's something that you don't know, that's ok! Craft an explanation to the customer that emphasizes that you need to do further research into the issue. To simply say "I don't know" won't cut it. You need to instill confidence in the customer that you will do your best to find a solution or workaround that achieves results.
Suggest alternative channels: If the conversation gets heated, offer to switch to a different communication method, like email or video call, to allow for calmer interaction. Know when to escalate: If the conflict becomes too difficult to handle on your own, escalate it to your manager or another colleague who can offer additional support.