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5.3 Given a scenario, demonstrate proper communication and professionalism.
- Use proper language – avoid jargon, acronyms, slang when applicable
- Maintain a positive attitude
- Listen and do not interrupt the customer
- Be culturally sensitive
- Be on time (if late contact the customer)
- Avoid distractions
- Personal calls
- Talking to co-workers while interacting with customers
- Personal interruptions
- Dealing with difficult customer or situation
- Avoid arguing with customers and/or being defensive
- Do not minimize customer’s problems
- Avoid being judgmental
- Clarify customer statements (ask open ended questions to narrow the scope of the problem, restate the issue or question to verify understanding)
- Set and meet expectations/timeline and communicate status with the customer
- Offer different repair/replacement options if applicable
- Provide proper documentation on the services provided
- Follow up with customer/user at a later date to verify satisfaction
- Deal appropriately with customers confidential materials
- Located on a computer, desktop, printer, etc
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