864 Computer Service and Repair
Show the customer that their problem is your main concern. You do this by
asking probing questions such as, “How long have you had this problem?” Never
be judgmental or indicate that the customer caused the problem, even if they did.
You will use training techniques and suggestions to help them avoid the problem
in the future.
Avoid distractions. A customer or fellow worker will feel you are not
interested if you do not give them your full attention. For example, when working
on a project, always stop your work to talk to a customer. This will give the
customer a feeling of importance and show that you care about their problem.
It will also keep you from making an error on your project because you are
distracted. In making a customer feel important, you will gain their confidence.
Listening Skills
Listening skills are the most important trait listed by employers in recent
surveys conducted to identify the trait most desired in customer support.
They all agree that employees who work with clients and customers must
have excellent listening skills. It seems like listening is such a simple task. So
why do not all people have good listening skills? Many people, especially the
type of personalities that gravitate toward the computer field, are often bright
and articulate and may already be thinking ahead of the customer. Avoiding
this habit will keep your customers from feeling “small” and inadequate. The
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 the customer or client to complete his or her sentence. Never
cut off or interrupt them, anticipating what they are going to say.
✔ Restate the problem to the customer or client. This will ensure that you know
what they are saying or describing to you is the problem.
Check out www.listen.org, a Web site dedicated to listening skills. There you
will find many interesting facts, such as only 7% 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, and acronyms.
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, like 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 their conversation. This will generate a feeling that you
are not truly concerned with their problem or need and will probably irritate the
customer.
Always avoid talking on a speakerphone, as this only confirms that you are
not paying attention to the caller. You are a technician. If you must be “hands
free,” get a headset. At least this way, the customer will feel that they are the