Customer doing a hardware replacement

Customer doing a hardware replacement

.Q 1) Wants to be able to keep their old laptop / mobile phone/ ipad for a week or two just to be sure

.Q 2) How do you handle this?

Q 3) How do you handle this when they become a demanding customer ?

Answers to the questions something similar along the way

Start with the mindset that the client is not able to keep the device:

Prepare the client before they come in for handover:

They need to be comfortable by the time they come in to pickup the new device

Customise information according to the client

Email / phone call / show via TEAMs

Template emails: We email them KB articles for backing up their data on laptop , phone and ipad before doing a hardware replacement

Backup data etc. help client if they do not understand.

Take some extra time to help transfer data

(work only data, not personal)

Demanding clients

We cant say no tricky do not want escalation or complains to managers

Keep calm and pleasant

You should not be abused, You have the right to end conversation?

Super Super demanding client ask to log a job and check with manager for special treatment.