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Communication techniques and professionalism (Dealing with difficult…
Communication
techniques and professionalism
Use proper language and avoid jargon,
acronyms, and slang, when applicable
Maintain a positive attitude/
project confidence
Actively listen (taking notes) and
avoid interrupting the customer
Be culturally sensitive
Use appropriate professional
titles, when applicable
Be on time (if late, contact the customer)
Avoid distractions
Personal calls
Texting/social media sites
Talking to coworkers while interacting with customets
Personal interruptions
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
Dealing with difficult customers or situations
Do not argue with customers and/or be defensive
Avoid dismissing customer 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)
Do not disclose experiences via social media outlets
Deal appropriately with customers’
confidential and private materials
Located on a computer,
desktop, printer, etc.