When customers come to you with repair needs, they can be frustrated due to dealing with a defective or problematic issue of some sort. Regardless of whether you repair cellphones, washing machines or automobiles, customers are relying on your honesty, your expertise, and your timely attention to their needs. Train your staffers on best practices in customer service as it pertains to your industry. Regularly solicit customer feedback to ensure that you’re doing a good job and providing optimal service levels.
Make every effort to give your customers accurate estimates of costs related to anticipated repairs. Don't perform any type of work until you are reasonably sure of what the problem is and what it will take to fix it. Put cost estimates in writing and give customers the option of declining additional repair services if it turns out that your original estimate of the problem is different from the actual problem.
Give customers a time line for when repair completions are anticipated to be done, and make every effort to stick to that time line. Customers waiting for repair jobs are often reliant on whatever the product is, and getting them their equipment back quickly and in good working order can help improve the perception of your overall service levels. If possible, offer customers loaner equipment to use while you make repairs.
Make every effort to honor product warranties. Although many manufacturers’ warranties come with numerous stipulations and exclusions, make a good-faith effort to cover the cost of repairs when warranties are in effect. Customers can feel taken advantage of if they have a warranty in place or purchase an extended warranty and find that it doesn't cover necessary repairs. If you can't honor a warranty, explain it to the customer.
People often bring their goods to repair professionals because they are unfamiliar with repair techniques themselves and don't understand what it takes to fix something that is broken. Take the time to clearly communicate in layman's terms the problem and the repairs you recommend. For example, high-tech problems such as hardware diagnostics or computer malfunctions may be over the heads of consumers. Don't talk down to customers; help them understand exactly what the problem is, what caused it, what you're doing to fix it, and how to prevent the problem from occurring in the future. Customers are likely to appreciate your forthright and honest approach to helping them understand the situation.