When the company offers an extra warranty for the product, it makes a promise that the product is so good, that it will surely serve you at best even for a longer time.
In 90% of the times it will indeed be the case. But 10% of customers will come to ask for a repair service.
The way we behave in this situation has a strong impact on our future relationship. Much stronger than the behavior we showed the sales process. Handling on a repair service request is very delicate. The customer is unhappy that the product broke but trusts you enough to believe that you will fix the problem.
In this very moment, be competent and show empathy. Apologize for the inconvenience and time required to visit, take a look at the problem, ask for details, make pictures if required, inform the customer of the following process. Make sure he/she receives a confirmation of the handling.
Reinforce their belief that you will solve the issue: maybe you will repair the product, offer a substitute for the service time, if not repairable offer a new product or reimburse the money. As always make the extra step. If the case is extraordinary, be brave to offer an innovative solution.
Create a security feeling for the client. Assure them that everything will be taken care on. Reward their trust. They will appreciate it a lot.
It is easy to make a promise. Make sure you can deliver on it. Put in place a simple process, which is known to all the members of the team. If you handle a difficult situation nicely, your customer will leave even more loyal than before. Take the situation as an extra chance to impress the client.