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Communication skills

Communication is as important as computer knowledge in troubleshooting.

You need good communication skills to be in demand for jobs

Establish a good rapport with the customer so they can explain problem details easier

Need to control emotions and reactions from one customer to the next

  • Find details and the customers name, use name
  • Relate to the customer to create a connection
  • Determine what the customer knows about the computer
  • Listen to the customer and let them finish talking
  • Clarify what the customer has said after they have said it
  • Ask follow up questions
  • Use all the information to complete the work order

Know how to:

Putting the customer on hold

Transfer them without dropping the call

Help the customer focus on and communicate their problem

Focus on what you can do to help

Convey an interest to help the customer

Putting a customer on hold

Let them know why and how you are putting them on hold

Ask their permission

Let the customer finish speaking

Thank the customer and explain the transfer details

Customer focus

When the customer stay focused the technician controls the call

Difficult customers

Talkative- Uses the service to socialise

Refocus customer, ask closed questions, avoid off topic conversation

Rude – Complains makes neg. comments, abusive and uncooperative

Listen extra carefully, apoligise for wait time etc. remind them about solving the problem

Angry – Talks loud, tries to overtalk tech. frustrated and upset that they need help

Let them talk the problem out, sympathize with the problem, apoligize for inconvinience, avoid putting them on hold or transferring, focus on solving the problem

Knowledgable – Tries to control the call, convinced they know how to fix the problem

Avoid asking them to check obvious, avoid using step by step solution, tell the customer what you are trying to acheive, if you’re level one transfer to a level two tech.

Inexperienced – Has difficulty describing the problem and following directions to rectify the problem

Use step by step instructions, speak in plain terms, avoid using jargon, avoid sounding belittling, teach them a little about the problem

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