Customer Care in ICT – JSS3 Computer Hardware & GSM Repair Lesson Note (Second Term)

Customer care is how a technician treats people from the moment they enter the shop until they leave with their fixed device.

Behavioural objectives

By the end of the lesson, students should be able to:

1. Define customer care and customer retention.
2. Explain why customer care matters to a repair business.
3. Communicate with customers in simple words, without tech jargon.
4. List the steps for calming an angry customer.
5. Describe three ways of keeping customers coming back.

Why does customer care matter in ICT repair?

A repairer fixes machines, but also helps people who are often stressed, worried about lost photos or late for work.

• Good technician: fixes the phone or computer correctly.
• Great technician: fixes the device and also makes the customer feel respected and happy.
• Rude or dishonest technician: loses customers, even if he or she is a very skilled engineer.
• Skill alone: knowing how to use a screwdriver is not enough to grow a business.

How should a technician communicate with customers?

Communication is the bridge between you and your customer, and a broken bridge can make the business fall.

1. Avoid “Big Grammar” (tech jargon)

Tech jargon is technical language that ordinary customers do not understand.

• Rule: use simple words that do not confuse the customer.

2. Practise active listening

Active listening means giving the customer your full attention while they explain the problem.

• Do not interrupt: let the customer finish speaking.
• Eye contact: look them in the eye.
• Nodding: nod to show you are listening.
• Repeat the problem: ask, “So, what you’re saying is the phone only goes off when you open the camera, right?”

3. Be honest about time

Being honest about time means telling the customer how long the job will really take.

• Common complaint: many customers in Nigeria hear “Come back tomorrow” and tomorrow never comes.
• Better practice: if a job will take 3 days, do not say 1 day.
• Result: it is better to finish early than to finish late.

How do you show respect and honesty in the shop?

Respect and honesty build trust, and trust brings customers back.

• Politeness: greet every customer warmly and treat each one as if they are your only customer.
• Honest advice: tell the customer the real fault and do not invent problems.
• Privacy: do not read private messages or share the photos and files on a customer’s device.
• Care of the device: handle the phone or computer gently and return it in good condition.

How do you handle a difficult customer?

A difficult customer is one who is angry, shouting or complaining, and how you handle them decides whether your shop stays open.

Follow these steps to calm an angry customer:

1. Stay calm: if the customer is shouting, keep your voice low. Fire cannot put out fire.
2. Apologise first: even if it is not your fault, say, “I’m sorry you’re having this trouble.” This softens their heart.
3. Find a solution: do not argue about who is right. Focus on how to fix the problem.
4. Follow the “No” rule: if you cannot fix something, say so honestly. Do not keep a device for months when you know you do not have the part.

What is customer retention?

Customer retention is keeping old customers so that they return to your business again and again.

• Why it matters: it is easier to keep an old customer than to find a new one.

1. The follow-up call

• When: two days after you fix a laptop or phone.
• How: send a text or call the customer.
• What to say: “Hello, I’m just checking to make sure the computer is still working perfectly.”
• Effect: the customer feels special.

2. Keep records (the customer database)

A customer database is a small book or digital file that stores details about your customers.

• Name and phone number: so you can contact the customer.
• Type of phone or computer: so you remember the device they use.
• Past repairs: what you fixed for them before.
• Example use: “Hello Mr. John, how is that Samsung we fixed last month?” The customer will be impressed.

3. Cleanliness matters

• After repair: wipe the screen and body of the phone with a soft cloth.
• Result: a clean, shiny phone makes your work look more professional.

Evaluation

1. What does it mean to avoid “tech jargon”? Give one example.
2. If a customer is shouting at you in your shop, what is the first thing you should do?
3. Why should you call a customer a few days after fixing their device?
4. Mention two things you should write down in your customer record book.
5. What is customer retention?

Assignment

A customer comes to your shop angry because their phone repair is two days late. Write a short conversation between you and the customer. Use the four steps for calming an angry customer.