Chapter 11 Flashcards
What two factors will enhance your creditability with the customer?
Your professionalism and communication skills.
What are the three rules to begin a conversation with the customer?
- Know your customer by name
- Relate to your customer
- Understand your customers skill
What are some words that are okay to interject when talking with a customer?
- “Okay”
- “I understand”
- “Yes”
- “I see”
What should you do after the customer has finished explaining the whole problem?
Clarify on what the customer has said
You need to learn to use good ___ skills as confidently as you use a screwdriver.
Communication
What skill is most desireable in the job market?
Communication
What type of customer often uses the call as an opportunity to socialize?
Talkative Customers
What type of customer complains during the call and often makes negative comments about the product, the service, and the technician?
Rude Customers
What type of customer talks loudly and often tries to speak when the technician is talking?
Angry Customers
What type of customer wants to speak with a technician that is equally experienced in computers?
Knowledgeable Customers
What type of customer has difficulty describing the problem?
Inexperienced Customers
What are two proper ways to deal with an inexperienced customer?
- Use simple step-by-step process of instructions
- Speak in plain terms
What are two incorrect ways to deal with an inexperienced customer?
- Use industry jargon
- Condescend or belittle them
What are flame wars?
A thread on a online forum where two or three members have stopped discussing the issue and have begun to insult each other.
WHAT ARE UPPER CASE LETTER USUALLY INTREPERTED AS?
SHOUTING
