Communication techniques and professionalism
Effective communication techniques and professionalism are important in any work environment, including the IT industry. Proper communication techniques include active listening, clear and concise language, and appropriate tone and body language. It is important to be respectful, polite, and patient when communicating with coworkers, clients, and customers. Use of appropriate grammar, spelling, and punctuation is also important when communicating in writing.
Professionalism involves conducting oneself in a manner that is ethical, respectful, and appropriate in a work environment. This includes adhering to company policies and regulations, maintaining a positive attitude, being punctual and reliable, and dressing appropriately for the workplace. It is important to communicate professionally in all aspects of work, including emails, phone calls, meetings, and interactions with colleagues and clients.
4.7 Given a scenario, use proper communication techniques and
professionalism
Professional appearance and attire
Match the required attire of the given environment
a. Formal b. Business casual
Use proper language and avoid jargon, acronyms, and slang, when applicable • Maintain a positive attitude/project confidence
Actively listen, take notes, and avoid interrupting the customer
Be culturally sensitive - Use appropriate professional titles, when applicable
Be on time (if late, contact the customer)
Use clear and concise communication
Avoid technical language unless the customer is familiar with it
Use examples and analogies to help the customer understand technical concepts • Avoid blaming or criticizing the customer
Instead, focus on finding solutions to the problem • Maintain a professional tone and avoid emotional reactions
If the customer becomes emotional or upset, remain calm and empathetic • Follow up with the customer to ensure satisfaction and address any outstanding issues • Maintain confidentiality and respect the privacy of the customer's information
Only share information with authorized individuals as necessary.
Explain the following that are result of distractions
Distractions such as personal calls, texting and social media sites, and personal interruptions can be detrimental to the quality of customer service provided. Personal calls and social media can divert attention from the task at hand and disrupt the customer interaction. They can also convey an unprofessional image to the customer, who may feel that their needs are not being prioritized. Personal interruptions, such as conversations with colleagues or taking breaks during a customer interaction, can also cause a loss of focus and lead to misunderstandings or errors in communication. To provide excellent customer service, it is important to minimize distractions and prioritize the customer's needs above personal distractions.
Dealing with difficult customers or situations
Dealing with difficult customers or situations can be challenging, but it is essential to remain calm and professional to resolve the problem. The following are some best practices to handle difficult customers:
Do not argue with customers or be defensive: It is important to remain calm and avoid arguing with customers. Listen to their complaints carefully, acknowledge their concerns, and try to find a solution to their problem.
Avoid dismissing customer problems: Do not dismiss the customer's problems or concerns, as it can make them feel unheard and frustrated. Listen actively and show empathy towards their situation.
Avoid being judgmental: Avoid making judgments about the customer or their situation. Stay neutral and objective, and focus on resolving their issue.
Clarify customer statements: It is important to clarify the customer's statements to ensure that you have a clear understanding of their problem. Ask open-ended questions to narrow the scope of the problem, restate the issue, or question to verify understanding.
Do not disclose experience via social media outlets: It is important to maintain customer confidentiality and not disclose any information about them or their experience on social media platforms. Be professional and handle the situation with discretion.
Set and meet expectations/time line and communicate status with the customer
Offer repair/replacement options, as needed - Provide proper documentation on the services provided - Follow up with customer/user at a later date to verify satisfaction
Set realistic expectations for repair or resolution time
Communicate any delays or changes in the timeline with the customer
Provide regular updates on the progress of the repair or resolution
If unable to meet the expected timeline, communicate alternative options to the customer
Ensure that the customer is satisfied with the final resolution and follow up to address any additional concerns or issues.
Provide documentation of the services provided, including any repairs, replacements, or changes made.
Follow up with the customer after the repair or resolution to ensure their satisfaction and address any additional concerns.
