Dealing with Customers

Question 1

You should be culturally sensitive.

Answer 1

Have respect for diverse customers
-Attire
- Living situations
- Disabilities

Question 2

Manner

Answer 2

Use assertive communication to empathize with and educate the user.

Question 3

Eliciting Answers

Answer 3

most users with a malfunctioning computer or peripheral will be afraid and automatically defensive about the problem.

Question 4

Eliciting Answers

Answer 4

-Always avoid accusatory questions. “What did you do?”

-Oblique questions. “ When did it last work”. “ Has it ever worked in this way”

Question 5

How to show that you’re offering to help.

Answer 5

By taking the user out of the questions- you show that you won’t accuse or judge them.

Question 6

How to deal with a lack of knowledge. _ (In terms of terminology)

Answer 6

(You know the terminology- but most users do not)
-Do not correct them.
-Do not be judgmental
-Don’t use jargon or abbreviations.

Question 7

What to do when finished

Answer 7

Describe to them what what you understood to them about the problem.
-Ask direct and simple questions.
-point to the machine to show what when wrong.

Answer 8

Treat anything you find with personal confidence (private matter)-not to be repeated amongst co-workers.