Copyright Goodheart-Willcox Co., Inc. 843 Chapter 24 Customer Support, Communication, and Professionalism falls into one or more of these regulated data types must be handled securely and discreetly and adhere to the chain of custody rules. Information regarding the chain of custody will be presented later in this chapter. Work Environment Th e image of the working environment is also critical and often a direct result of the employees’ eff orts to maintain a professional image. Th e work environment must represent a professional atmosphere. If the work environment is to be visited by cus- tomers and other employees, it should be maintained so as not to be off ensive 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. Th e customer should not be of- fended by loud music of any generation. You should avoid music in the work environ- ment where customers may be present, except for soft, neutral background music. Also, be aware that listening to music through earphones is off ensive to many people. You should be concentrating on the customer or client. Th is also applies to work at a client’s workstation and in the corporate environment as a whole. Th e fol- lowing 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, and do not play any music at high volumes. ■ Do not visit with friends around the store or workspace. Th e 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 Diffi cult Situations When a client is angry and upset, the client will vent his or her emotions toward the person who represents the company or problem. Dealing with diffi cult people requires patience and composure. Do not take complaints personally. Never react to a diffi cult 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 his or her situation. You will encounter many situations that warrant a statement like, “I can understand how this problem is frustrating you.” You should always show em- pathy and never dismiss a customer’s problem, even if it seems trivial to you. A coworker or other customer might normally be very pleasant and fun to be around until a situation causes that person to be very angry. While in an angry state, the person may say things that he or she normally would never say to another person. Arguing with an upset person will only make things worse. Your job is to defuse the situation by letting the customer vent his or her frustra- tions. When responding to the customer, use a calm assuring voice. What you want the customer to do is talk to you and calmly explain the issue. At an opportune time, simply say, “Let me see what I can do to resolve this problem.” When you start to work on the problem or tell the customer what you are planning to do, ensure it is all right with the customer. If the customer continues to vent, fi nd out what will make the customer happy. For example, a customer may have brought his or her computer to the shop several times for the same problem. It may or may not be the same problem, but that is the customer’s perception. Find out what will make the customer happy by asking for a description of his or her ideal solution. 1002: 4.7