4.7 – Professionalism Flashcards
1
Q
- Professional Appearance & Attire
A
o Match attire to given environment [formal / biz causal]
2
Q
- Use proper language
A
o Avoid jargon, acronyms, & slang
3
Q
- Maintain positive attitude
A
o Project confidence
4
Q
- Actively listen
A
o Take notes & avoid interrupting customer
5
Q
- Be culturally sensitive
A
o Use appropriate professional titles
6
Q
- Be on time
A
o Late = contact customer
7
Q
- Avoid distractions
A
o Personal calls / texting / personal interruptions
8
Q
- Dealing with difficult customers
A
o DO NOT argue with customer / defensive
o Avoid dismissing customer [agree with them positively]
o Avoid being judgmental
o Clarify customer statements [ask open-ended questions, restate issue, question to verify]
o DO NOT disclose experience via social media
9
Q
- Set & meet expectations / timeline & communicate status with customer
A
o Offer repair / replacement options [as needed]
o Provide proper documentation on the service provided
o Follow-up with customer satisfaction
10
Q
- Deal appropriately with customer’s confidential material
A
o On PC, printer, etc.
