Lesson 1 Chapter 3 - Dealing with customers

Question 1

What are 5 examples of questions to ask a customer?

Answer 1

“When did it work last?”
“Was any new hardware installed?”
“Has it worked like this before?”
“Has there been any new software installed or changed recently?”
“Did anything change right before this happened?”

Question 2

How should we make sure we’re asking questions so we don’t confuse the customer?

Answer 2

In simple, non-jargon language

Question 3

What are 2 assertive communication statements you can make to a frustrated user?

Answer 3

“I know how frustrating it is to lose all your data”
“I understand how infuriating it is when the network goes out and you can’t get your job done”

lets them know you’re on their side!

Question 4

What are 4 ways to set and meet expectations when dealing with customers?

Answer 4

1. Let them know what you’re going to do
2. Let them know how long it’s going to take, how it will affect them (prepare them)
3. Document services provided for both of you, they might forget what you said
4. Follow up with them at a later date to verify they’re satisfied

Question 5

What are 3 assertive communication key points?

Answer 5

1. Show them you understand and appreciate the importance of their feelings
2. Make sure the problem is clearly stated without accusing the user directly
3. Tell the user what you need from them to prevent the error in the future

Question 6

What are the 9 standard rules of civil conversation?

Answer 6

1. Actively listen
2. Don’t interrupt their story, might learn something useful
3. Neutral tone, non-accusatory
4. Don’t argue with them
5. Take important calls after politely excusing yourself somewhere can’t be overheard
6. Positive attitude in the face of adversity
7. Don’t be judgemental or insulting if user caused the issue
8. Don’t get defensive if they complain you’re not quick enough
9. Call them if you’re going to be late