El problema informático de su cliente sigue reapareciendo. ¿Cómo puedes manejar su frustración de manera efectiva?

When a customer's problem keeps recurring, it's important to stay calm, empathize with their frustration, and if possible suggest a long-term solution. While I was the tech & owner of PC Knights LLC, I once had a mother who repeatedly brought in her son’s PlayStation 5 because he kept damaging the HDMI port. He would disconnect the PS5 often to transport it. Over a few months, I replaced the HDMI port three times. Each time, I assured her that we’d fix the issue but after the third repair, I recommended a magnetic HDMI plug adapter, which would prevent future damage by easily detaching the cable. This not only solved the issue but also earned her trust by showing that I cared about preventing future problems rather than making a profit.

When a customer’s computer problem keeps recurring, handling their frustration with empathy and professionalism is key. Start by actively listening to their concerns, acknowledging their frustration without being defensive. Apologize for the inconvenience, reassuring them that you’re committed to finding a lasting solution. Explain the steps you’ll take to thoroughly diagnose the root cause and provide updates as you work. Offer a timeline and set realistic expectations. If possible, provide a temporary workaround to ease their stress. After resolving the issue, follow up to ensure the problem is truly fixed and to rebuild trust.