Communication and Professionalism Techniques

Question 1

Professional appearance and interactions

Answer 1

To ensure you appear professional, you should:

Match the required attire of the environment or place in which you’re working.
Remember that sometimes, formal is required. Other times, business casual is acceptable.
Use proper language and avoid jargon, acronyms, and slang when possible.
Maintain a positive attitude and project confidence.
Ensure you’re actively listening, taking notes, and avoiding interrupting your customer.
Be culturally sensitive.
Use appropriate professional titles, when applicable.
Be on time, always. If you’re going to be late, contact your customer.
Avoid distractions when interacting with customers, meaning no personal calls, no texting or checking social media, and no personal interruptions.

Question 2

Dealing with difficult customers or situations

Answer 2

f you find yourself in a difficult situation, either because of the customer or environment:

Do not argue with customers 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 verify your understanding of the issues.
Do not disclose your experience via social-media outlets.

Question 3

Setting, and meeting, expectations

Answer 3

Always have a time line and communicate your status with your customer.
Offer repair or replacement options, as needed.
Provide proper documentation on the services provided.
Follow up with the customer or user at a later date to verify their satisfaction.
Deal appropriately with customers’ confidential and private materials, including that which is located on devices and peripherals.