Copyright Goodheart-Willcox Co., Inc. 838 Computer Service and Repair Avoid Distractions Distractions are a part of life. However, a professional does not allow distractions to interrupt his or her work, especially in the presence of a client or customer. Conducting personal business during work can quickly tarnish your professional demeanor and reputation. While on the job, you should avoid taking personal calls, text messages, social media notifi cations, talking to other people while interacting with customers, and other personal interruptions. In the event of an emergency or if a phone call must be taken, ask the customer if it is okay for you to accept the call and always apologize for the inconvenience. If you must research something on a mobile device, again ask permission. Listening Skills Listening skills are the most important trait listed by employers in surveys conducted to identify the trait most desired in customer support. Th ey all agree that employees who work with clients and customers must have excellent listening skills. Listening seems like such a simple task. So how is it possible not all people have good listening skills? Many people tend to think ahead of the customer and miss important details as a result. Avoiding this habit will keep your customers from feeling inadequate. Th e following are a list of guidelines to put into practice: ■ Always maintain eye contact while listening. ■ Avoid distractions while listening. Do not try to perform other tasks while the customer or client is talking to you. Focus on the speaker. ■ Never eat or drink while talking with a customer. ■ Always allow customers or clients to complete their sentences. Never cut them off or interrupt them, anticipating what they are going to say. ■ Restate the problem to the customer or client. Th is will ensure that you understand the issue or problem. Consult the International Listening Association website, which is dedicated to listening skills. Th ere you will fi nd many interesting facts, such as only seven percent of the meaning in a conversation is transmitted by actual words. Telephone Skills Many of the same skills used in face-to-face communication also apply to telephone support. Always speak clearly and concisely and avoid trade jargon, slang, acronyms, or sophisticated technical terminology. Customers are not typically sophisticated computer users and are frequently intimidated by your conversation. Always use language that anyone can understand, no matter what his or her technical back- ground. You do not impress customers with technical terms. If you want to impress a customer, use terms that express your sincere desire to help with his or her problem. Never engage in other activities while talking to the customer or client. A person can always tell when someone is not focused on his or her conversation. When you are engaged in another activity, such as working on a computer while talking to the customer on the telephone, the customer will be able to tell you are not fully engaged with the conversation. Th is will generate a feeling that you are not truly concerned with his or her problem or need and will probably upset the customer. Always avoid talking on speakerphone, as this only confi rms that you are not paying attention to the caller. If you must be “hands-free,” use a headset or wireless Bluetooth device. At least this way, the customer will feel that he or she is the focus of your conversation. Unless it is necessary to use the keyboard or remotely access 1002: 4.7 1002: 4.7