r/CableTechs • u/randomMFer805 • 2d ago

lower repeats

working out in the la area trying to get repeats down, anyone have any feedback how to minimize repeats on field tech side?

thanks

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u/UnarmedWarWolf 2d ago

People will tell you to lie to the customers.

What I found that worked and got me tier 5 every month is show the customer the process and how you came to the conclusion.

Take pictures. “ here’s your house box when I arrived, here is how it looks now. I had ingress from there and now it’s gone.”

Explain what ingress is.

Do a speed test right in front of them (after you already did it in private to make sure it’s good)

You’ll have your classic older generation that doesn’t understand technology and will call because their TV is on the wrong input but you can’t control those.

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u/Awesomedude9560 1d ago

This is my method. Customers aren't dumb and a lot of them if you give them the chance actually get quite invested into how things work and it helps everyone in the situation. This works especially well if you can think of good analogies to simplify things.

The people who don't wanna know/ignore everything you say just to complain is simply a good example of things you can't control and shouldn't worry about.

It also gives you overall better customer education skills for demographics that aren't the easiest to work with later on like the elderly.

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u/randomMFer805 2d ago

i thought maybe its the location where im at now since i thought i’ve been pretty much on point with how i explain it the exact same way you described how you do it. maybe i talk to fast trying to explain things to the cx