4.7 Professionalism Flashcards
Give three colour suits that are considered ‘professional’
- Grey
- Black
- Navy blue
Give three clothing items that would be classed as business casual
- Khaki pants
- Polo shirt
- Button-down shirt
What is small-business casual?
Allowing people to be comfortable as long as it is presentable
List five ways of respecting another’s time
- Always be on time
- Don’t waste others’ time
- Don’t get easily distracted
- Don’t interrupt people
- Set expectations and meet them
What would be a practical way of setting expectations and meeting them?
Letting the customer know expectations upfront and giving status updates as the job progresses
Keeping your cellphone in your pocket falls under which way of respecting others’ time?
“Don’t get easiliy distracted”
How would you ensure you are not wasting other people’s time?
By giving the customer a timeline and an expectation
What is the best way to communicate when listening to a customer describe an issue?
Start with open-ended questions, then follow up with close-ended questions to get final details
List five ways to properly communicate
- Maintain a positive attitude and project confidence
- Actively listen and take notes
- Use proper language (avoid acronyms, jargon, and slang)
- Be culturally sensitive
- Communicate the status
Give two questions you could ask when dealing with a customer’s private data
- Is there anything you don’t want me to see on this device?
- Is there anything I should stay away from?
Give the six rules for dealing with customers in difficult situations
- Do not personalise the support issues
- Don’t argue with customers
- Avoid dismissing the customer’s problem
- Avoid being judgemental
- Clarify customer’s statements
- Do not disclose experience on social media
