Share Printer Tips With Your Customers10 Aug, 2007 By: Editorial Staff imageSource
Share Printer Tips With Your Customers
Laser printers were designed for easy maintenance and reliable, high-quality
output. By guiding your customers with a few general tips to safeguard their
printer investment, as well as teaching them the importance of recording
persistent problems to help assist your company’s service technicians, you will
be ensuring overall good customer service and retention. Here are a few tips to
offer your clients:
ON KEEPING PRINTERS CLEAN
We know most damage done to printers comes from an accumulation of debris.
Even electronic failures can begin with a dirty printer. Obviously, only trained
service personnel should access contact surfaces to remove critical
accumulations. However, teaching clients to merely keep the machine relatively
clean, preventing toner and dust from building up at the key points is a good
idea. Have your clients lightly clean the interior of their machine each time
they change the toner cartridge. Have them use a damp cloth to remove dust and
debris, and a damp Q-Tip to access cavities. All toner cartridges release a
small amount of toner into the machine. This is why it is important for
customers to lightly clean the machine when they change cartridges. If they need
help determining how to properly adjust their printer, your customer service
representatives can guide them of course, or when needed for more serious
problems, a service call may be necessary.
RECORDING PERSISTENT SERVICE PROBLEMS
Service technicians always record their visits in a log provided, but your
customers should be encouraged to chronicle persistent service problems as well.
For instance, a customer with persistent temporary errors or miscellaneous
errors that they are able to clear themselves, can record them for the service
tech so he will have an objective review of the machine’s history.
Less than one in twenty communications failures is caused by a defective
printer. Standard printers are simple machines that do the same thing over and
over. A customer’s computer and its network, on the other hand, change a lot
every day. Chances are that one of those changes will inadvertently alter the
environment and prevent data from being properly formatted and interfaced with
the customer’s printer. Teach your customers that they should check all the
networked alternatives first, and only after, should they presume that the
printer is at fault. Have them phone their service tech for assistance.
ERROR MESSAGE ISN’T ALWAYS A MAJOR MALFUNCTION
We know that there are all sorts of messages that a printer sends out. There
are condition statements such as READY or ONLINE, prompts such as PAPER OUT and
PRINTER OPEN, reset errors such as 13 PAPER JAM and 51 SERVICE (beam detect
error), and fatal errors like 50 SERVICE or 55 SERVICE. Teach customers the
importance of writing down each message exactly! Frequently, when customers tell
you that their main office printer displayed an error message, they don’t
remember what it said. Without this information, you may not know which part or
parts to bring on-site to effect a repair.
WHAT ARE THE 6 MAIN PROBLEMS?
Some customers may have a lot of information to offer about what the machine
is doing. However, guide them in getting to the primary problem that’s
preventing them from getting work done. In other words, what isn’t happening
that should be happening? There are about six different types of problems that
will prompt a customer to call for help: 1) Power problems- turn the machine on
and nothing happens. 2) Communications problems- sent a file to the printer and
it doesn’t print. 3) Jams- paper isn’t feeding through the machine properly. 4)
Image- what is on the paper isn’t what is on their screen. 5) Noises- the
machine is making a noise serious enough to interrupt the workflow. 6) Error
Message- the machine’s operation has been interrupted by an error message the
client can’t clear.
– Excerpt / printer tips courtesy of Toner Charge Inc.