In the world of consumer electronics, after sales service is such a branch of customer service where unpredictable circumstances may occur if service executive fails to handle customer in time with proper professional attitude.
Attitude matters. Always service team should show “Can Do” attitude to customer. When customer comes to service center with problematic product in order to repair, usually he/she are in anxiety of losing invested money and expectation on service of products. It’s one of the primary responsibilities of customer service team to minimize anxiety of customer.
Technical work approach may not always success in first step. But service team should show always positive attitude to customer as they are trying their best to make the problematic product full functional in shortest possible time.
At very first sight service team should never say “The product is not possible to repair at all”. Such speech may break the heart of customer. They should show most positive attitude saying as they will try with their highest effort to repair the product as they are feeling the unexpected suffering of customer. After full trying if the product is going to the state as out of service unintentionally forever then service team must explain the failure reason to customer in details as customer can keep positive mindset to service team that they don’t let any stone untouched.
