10+ things you should know about providing great customer service

Building a strong tech/customer relationship requires some diligence on your part, but the results are worth it. Veteran field tech Jeff Dray offers a list of the practices that have helped him develop an effective and rewarding customer rapport.

Among his suggestions: Always communicate with the customer, even if the news isn't good; overestimate your response and fix times; keep records--not just of the equipment, but of the people; and don't promise anything you can't deliver (or promise anything on someone else's behalf).

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