Technology

5 Tips on Appeasing Aggressive Computer Repair Customers

computer-repair-shop

Ask any computer repair tech – and they would clearly state:

Aggressive, ill-mannered customers come a dime a dozen in the field.

There’s simply no way you can ward them off. No garlic to chase away the scourge, that is; keep it at bay.

No matter how good the fix job, there will always be a client who’s angry at something. Even the produce of machines doesn’t do the trick. I’ve dealt with people who even mind the rendering of computer repair shop software. ‘Geniuses’ who, in other words, take great pains to problematize 2+2=4; insisting that it’s 6. 

You get the picture.

The fallacy of striving for perfect repairs

So, for starters, every repair tech should proceed in the domain with some grounding. Stifle the impulse towards exhibiting perfectionism in the trade.

Because in the final analysis, there is no such thing. And a good repair job is defined purely on the basis of achieved function. Meaning that the device restored achieves near-original operationality. 

The fact of the matter is simple. 

Replicating the original is a utopian conception. 

A gadget once broken is like an item of shattered pottery. So, even if it comes tethered to the strongest glue, the cracks will remain. The aesthetics forever altered – at least for the eye that is discerning. What can be hoped for, at best, is that the piece’s functionality would remain.

And so, for the tech hard-on-themselves, the advice to go easy comes totally warranted. Especially when dealing with uncompromising customers.

Further, don’t be tempted to blame it on your computer repair shop software subscription. Because the algorithm, simply put, cannot be held responsible for the instigations of irksome mortals. The kinds who will always begrudge – no matter the circumstance.

But what is manageable is…

There – so now that that elephant is out of the way.

Let’s get down to what is achievable during such difficult situations.

Namely, a set of cognitive tricks that can reduce the ambient tension. A rhetorical pivot to nip an escalating argument. Prevent the onset of something unmanageable from taking place.

Tactics that are tried and tested for diffusing conflict in every affair. Sometimes, even reframing the situation – in our context – to the repair tech’s advantage.

Over the years, I’ve developed a series of what I call ‘fight busters’ to offset such scenarios. These all rely on something called psychological inversion. A narrative shifting approach that you’ll discern fleshed copiously in the details given. What certain points of sales software companies (without naming names!) have gotten by on in their marketing collateral. Channeling the best understandings of Behavioral Economics.

Onward to the bust

So, without any further ado – laying out in list:

  1. Get Low by Taking the High Road
  2. Keep the Tone Soft, the Pitch Relaxed
  3. Delay the Impulse to Counter
  4. Refrain from Wording a ‘Preemptive’ Drone
  5. Offer Hydration – Put the Flame to Rest

Let’s dig into each.

And after you’re done with their contemplation, consider recording these for periodic prompting. Maybe schedule for notification popups on your computer repair shop software.

1. ‘In Humbleness Lies Your Refuge…’

In my experience, nothing does the trick of needling a budding fight than some good-old-fashioned retreat. Of laying down one’s arms when the chance to strike is open. Even when you’re in the right.

Human beings, by their very emotional essence, direct sympathy. Especially towards the encounter recipients who voluntarily choose to lower themselves in a skirmish.

Not, however, taking to humbleness as a default orientation in every affair. Because in this latter case, the said recourse would invite oppression. And no repair tech should function without some modicum of deterrence.

In the reverse case, these ostentatious displays of tactical subservience stoke the aggressor’s ego. They teach him to pursue the course which is more self-aggrandizing. In this case, it’s in the making of a public pardon. Something that visibly renders the practitioner with a benevolent air.

So, if I were to be blunt about the issue, I’d say that the motivation here is ulterior. But it’s for a good cause – in the service of preserving your long-term sanity in the workplace. Something for which you need a fix more dependable than the ease wrought by even the best repair shop software.

2. The Merits of Gentle Enunciation

No – this isn’t the title of the latest self-help series. It’s the headline to a prescription that I’ve found almost magical in its efficacy. Because it targets the recipient’s clear want for ‘easy’ treatment.

There is a cliche circulating in the social media sphere these days. A reminder which states, when paraphrased in first-person, that ‘90% of my squabbles take place on account of bad tone’. And anyone, repair techs included, can attest to its real-life validity. 

This is where soft intonation, a consciously lowered volume and pitch, can offer much resolution. Even during situations when you aim to deliver a stern affirmation to an angry customer. I’ve seen this happen on too many occasions to lose faith.

3. Delay Self-Gratification

The urge to retort is a powerful drive. Especially when it comes complemented with a biting rationale. A counter-argument that, when delivered, is thought almost certain to cause a spellbinding pause.

At any rate, this is the ideal that most people think of when considering the tic-for-tack approach. But in real life scenarios , where human agency is not governed by any correlational sense, this can be a perfect recipe for catastrophe. One that can become quite difficult to ameliorate.

So, the wise repair tech interested in preserving some operational harmony has only one option. To give way – in line with the lesson recounted in Point No. 1.

4. Do Away with Speeches; the Mindless Pontification

It would be better if you highlighted this point – posted high on a board for constant viewing. Because let me tell you: nothing is more revealing than a premeditated pitch. The drone that many repair techs are taught to memorize. Lines that once discovered, beget ridicule. Sometimes, even the prospect of anger.

Instead, aim to go natural. Speak spontaneously – without pause or unnecessary inflection. Make a show of your sincerity but don’t go overboard. Stay clear of the extremes of virtue signaling and outright (naked) expression.

5. Always Keep the Water Handy

Many faith traditions correlate water consumption with emotional abatement. A return to the neutral state, in simple words. And in my in-store experience, I’ve found this strategy to hold true to the claim. 

A great way to draw on this resolving ability of potable water is to always keep it handy. In a cool shop corner where it can be instantly offered to anxious customers. Or any individual showing signs of some incumbent stress.

So there you have it.

My go-to recipe for dispelling the most pesky, angry customer situations.

As a fellow repair tech, I’m curious to know how you make do in such scenarios.

Care to dish on your reflex?

Leave a Reply