KangaByte Computer Repair

Customer Service Standards

Policy Number: KB-POL-CS-001  |  Version: 2.8  |  Effective: 10 January 2025  |  Owner: Diane Kowalski (Admin)

1. Purpose

KangaByte Computer Repair prides itself on friendly, transparent, and professional service. These standards ensure every customer interaction reflects our values and builds trust in our community.

2. The KangaByte Service Promise

3. Greeting & First Impressions

• Answer the phone within 3 rings — greet with "KangaByte Computer Repair, [Your Name] speaking, how can I help?"
• Greet walk-in customers within 30 seconds — even if busy, acknowledge them with a smile
• Use the customer's name if they're in our system
• Maintain eye contact and use open, friendly body language
• Stand up to greet customers at the counter

4. Repair Consultation Standards

1. Listen fully — let the customer explain the issue without interrupting
2. Ask clarifying questions — "When did this start?" "Has anything changed recently?"
3. Explain in plain English — avoid jargon; explain technical terms
4. Provide a realistic timeframe — under-promise and over-deliver
5. Give a written quote — always, even for small jobs
6. Never diagnose without looking — "It's probably just..." is not acceptable
7. Get authorisation before proceeding — no work without signed approval

5. Communication During Repair

Stage	Action Required	Timeline
Initial diagnosis	Update the ticket and call/message customer	Within 4 hours of intake
Quote sent	Send written quote via SMS/email	Same day as diagnosis
Parts ordered	Notify customer of estimated arrival date	Same day as order
Repair complete	Call customer to arrange pickup	Same day as completion
Delayed repairs	Proactive update explaining delay	Before the original ETA

6. Handling Complaints

Follow the LEARN method:

• L — Listen carefully without interrupting or getting defensive
• E — Empathise — "I understand how frustrating that must be"
• A — Apologise sincerely — "I'm sorry for the inconvenience"
• R — Resolve — offer a clear solution or escalation path
• N — Notify — log the complaint and inform management

Escalation hierarchy: Front counter → Lead Technician (Marcus) → Store Manager (Ben)

7. Pricing Transparency

• Always provide a written, itemised quote before starting work
• Be upfront about parts costs — show the customer if requested
• If costs change during repair, contact the customer for approval before proceeding

8. Warranty & Guarantee

Service Type	Warranty Period	Coverage
General repair	90 days	The specific repair performed
Screen replacement	12 months	Screen defects and dead pixels
Data recovery	30 days	Recovered data integrity
Virus/malware removal	60 days	Same infection reoccurrence
Parts (third-party)	Per supplier warranty	Manufacturer defects

9. Online Reviews & Reputation

• Encourage satisfied customers to leave a Google review
• Never ask customers to remove or change negative reviews
• Respond to negative reviews professionally within 24 hours (management only)