Week 6 Flashcards
Intro to soft skills
1
Q
4 key things to remember when providing customer service
A
- exhibiting empathy
- being conscious of your tone
- acknowledging the person
- developing trust
2
Q
Sympathy vs empathy
A
Sympathy - sharing their feelings but you aren’t experiencing those feelings
Empathy - seeing from the other person’s perspective and understanding their feelings
3
Q
What are two big parts of building trust with users?
A
Empathy and acknowledgement
4
Q
What are three common programs the IT industry uses for tracking user issues?
A
Bungalow, JIRA, and Redmine
5
Q
Do you need to write documentation for an issue previously documented?
A
No, just refer/link to the old documentation in the new documentation.
