Assignment Task: How to Handle a Hardware Replacement Assignment

The customer doing a hardware replacement

Wants to be able to keep their old laptop, mobile phone, or iPad for a week or two just to be sure. How do you handle this? How do you handle this when they become a demanding customer?

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

Prepare the client before they come in for handover: Ensure they are comfortable by the time they come in to pick up the new device. Customize information according to the client. Template emails: We email them KB articles for backing up their data on laptop, phone, and iPad before doing a hardware replacement. Take some extra time to help transfer data.

Demanding clients:

We can`t say no—this can be tricky as we do not want an escalation or to complain to managers. Keep calm and pleasant. You should not be abused. You have the right to end the "conversation." For super demanding clients, ask to log a job and check with a manager for special treatment.