Chapter 20 Customer Support, Communication, and Professionalism 865
focus of your conversation. Unless it is necessary to use the keyboard or remotely
access the customer’s computer, keep your hands off the keyboard. Customers
can hear that you are using the keyboard and will nearly always conclude that it
does not have to do with their problem.
Smile while on the phone, Figure 20-9. It might sound crazy, but it actually
works. A person on the other end of the telephone conversation can actually
perceive when a person is happy on the telephone. This is interpreted as a feeling
that the support person is pleased to hear from the customer and wants to help
them. A good idea is to hang a mirror near the telephone with a sign that says
“Smile!”
Again, do not use acronyms, jargon, 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 background. You do not impress
customers with technical terms. If you want to impress a customer, use terms that
express your sincere desire to help them with their problem.
Writing Skills
Writing is a part of all customer support technician duties. As a customer
support person, you will either write by hand on repair tickets or enter into a
computer the specifics about a repair. Content typically consists of a description
of the problem and the repair procedure used to fix the problem. Often, your
writing and documentation of specific problems and the method used to fix the
problem will become valuable company information for problems encountered in
the future.
Figure 20-9.
Smiling while on the
telephone can help
you convey that you
are pleased to hear
from the customer
and want to help
them.