A technician repaired a laptop for a customer. The customer then complained the repair took too long and questioned the steps the technician took to fix the problem. Which of the following should…

Question

Options

• AProvide documentation of the repair to the customer
• BAllow the customer to voice concerns and post the story to social media later
• CInform the customer the job is done and return to the office
• DDefend each step and why it was necessary

• A
  94% (30)
• B
  3% (1)
• C
  3% (1)

Explanation

When a customer questions the time or steps of a repair, the professional response is to provide documentation - such as a work order, repair log, or service notes - that transparently shows what was done and why. This demonstrates accountability, builds trust, and gives the customer concrete information to review. Allowing the customer to vent and then posting about it on social media (B) is unprofessional and a violation of customer privacy. Simply informing the customer the job is done and leaving (C) ignores the complaint entirely. Defensively arguing each step (D) is confrontational and escalates rather than resolves the situation. Documentation is always the proper professional and customer-service-oriented response to repair disputes.

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