870 Computer Service and Repair
Many students feel that if they have exceptional technical skills, they will
never be fired. Nothing could be further from the truth. More employees have
lost their jobs because of their unprofessional manner than from technical
incompetence. An employer will tolerate an employee with average technical
skills, but will not tolerate an employee who conducts himself or herself in an
unprofessional manner. When employers contact other professionals for hiring
recommendations, they typically request someone who can work well with
people rather than request the “smartest” or most technically able person. The
most important thing to the employer is an employee’s image and personality.
Employers rarely, if ever, call a second time if a nonprofessional person comes in
for an interview.
Work Environment
The store or work location image is also critical, and is often a direct result of
the employees’ efforts to maintain a professional image. The work environment
must represent a professional atmosphere. If the work environment is to be
visited by customers and other employees, it should be maintained so as not to
be offensive to others. For example, you may enjoy a particular style of music
while you are working; however, it may not be the choice of many customers. The
customer should not be offended by loud music of any generation. You should
avoid music in the work environment where customers may be present, except for
soft, neutral background music.
Also, be aware that listening to an MP3 player or other device through
earphones is offensive to many people. You should be concentrating on the
customer or client. This also applies to working at a client’s workstation and in
the corporate environment as a whole. The following are some tips to help you
maintain a professional environment in your workplace:
✔ Keep your location and workstation clean and well organized.
✔ Never keep food containers, cups, and general trash on counters or work areas.
✔ Do not play music that is not in the mainstream or blast music of any kind.
✔ Do not let friends “hang out” around the store or workspace. The workplace
is not a social club.
✔ Do not display inappropriate posters, pictures, or signs. You may think they
are fun or entertaining, but not all customers share your view.
Handling Difficult Situations
When a client is angry and upset, they will vent their emotions toward the
person who represents the company or problem. Dealing with difficult people
requires patience and composure. Do not take complaints personally. Never
react to a difficult customer, but rather listen and respond with empathy. Empathy
means that you show by your words that you understand the other person’s
feelings and their situation. There is likely always a situation that would warrant
a statement like, “I can understand how this problem is frustrating you.”
A coworker or other customer might normally be very pleasant and fun to be
around until a situation causes them to be very angry. While in an angry state,
they say things that they normally would never say to another person. Arguing
back at an upset person will only make things worse.