The challenges faced by customer service representatives in the repair service industry are endless. While the majority of customers will be kind, courteous, and patient, some will inevitably be more difficult to assist. They may ask tough questions that can make or break the sale depending on your answer. That’s why you need to familiarize yourself with these customer service issues and learn how to respond to each one confidently and effectively.
Common Customer Service Issues
It helps to remember that all of your customers are dealing with a breakdown somewhere in their home, which means they’re already having a bad day. That’s why you need remain calm, stay positive, and be prepared to answer any question or respond to any demand. Some of the more common customer service issues you’ll come across include:
- Customer won’t provide proof of purchase
- Customer wants to purchase repair parts themselves
- Customer is upset about waiting for parts
Becoming familiar with these situations will help you develop the perfect response strategy that will leave your customers satisfied.
Customer Won’t Provide Proof of Purchase
A large number of customers calling in will have broken units that are still covered under the manufacturer’s warranty. While a small handful of manufacturers don’t require a proof of purchase for in-warranty repairs, most do, and your company won’t get paid without it.
That’s why you need to get a valid copy from the customer before the repair begins or risk not getting paid at all. The challenge is how to explain this to your customer in a way that helps them understand why you need it, and why you can’t perform the repair without it.
How should you respond in this situation?
Your customer might say that they’ll provide their proof of purchase at a later date, that they’ve lost it, or that they don’t understand why you need it at all. Do your best to calmly explain the in-warranty repair process, and let them know that the repair may not be covered without it.
If they don’t know what happened to their proof of purchase, offer to provide the manufacturer’s phone number, or direct them to the retailer where they purchased the unit. The model and serial number may be enough to obtain a new copy or for the manufacturer to cover the repair.
Customer Wants to Purchase Parts Themselves
Once your technician performs a diagnosis and gives a quote for parts and labor, the customer may want to save money by purchasing the repair parts themselves from a 3rd party like Amazon. Unfortunately, though, many parts sold online are made by generic manufacturers and are of a much lower quality than the OEM certified parts used by repair companies.
How should you respond in this situation?
If your customer says they’ll only go through with the repair if they can purchase the parts themselves, start by letting them know about the low quality of non-OEM parts.
Then follow up by stating that their repair comes with an in-house warranty, but that using parts from an unknown source would void that warranty due to lack of dependability. This is also a great opportunity to use your company’s in-house warranty as an additional selling point.
Customer is Upset About Waiting for Parts
Nothing has the potential to create an unhappy customer like waiting for a part that’s on backorder. People understandably want their repair done right now, so you need to have a confident yet compassionate approach in how you respond.
How should you respond in this situation?
The trick to handling a back ordered part issue is explaining that the delay isn’t on your company’s end, but also not blaming or bad-mouthing the manufacturer in the process. Try a response like:
“I’m so sorry for the delay, we’re in contact with the manufacturer and will have the part expedited as soon as it becomes available.”
Some customers might challenge you on this, in which case you can recommend that they contact the manufacturer. This will allow them to verify that the delay isn’t on your end, and in some cases, the manufacturer may even be able to source the parts sooner and have it sent directly to the customer.
The key to handling these and other customer service issues is to always remain calm, be as helpful and informative as possible, and have a planned response for every situation. If you’re in need of professional call center support for appliance repair, HVAC, or other service industries though, get your free quote from the experts a New Vision today!