One of your customers has brought you a laptop that is experiencing a problem during the boot process. Which of these options would be the best path to resolve this issue?
A) Have the customer explain the issue. When he provides enough information for you to understand the problem, stop him and let him know when he can return to pick up the laptop.
B) Take the laptop and tell the customer to return tomorrow.
C) Provide your recommendations to the customer with proper technical IT explanations.
D) Have the customer explain the problem with as much detail as possible, and then repeat your understanding of the issue back to the customer for verification.
E) Choose this very moment to begin your two-week vacation.
The answer: D) Have the customer explain the problem with as much detail as possible, and then repeat your understanding of the issue back to the customer for verification.
The best use of your communication skills would be to avoid interrupting, avoid unnecessary jargon, and clarify the customer’s statements.
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Want to know more? Watch “Communication.”As technicians, we are very skilled at working with computers. However, it’s just as important to have good communications skills with other humans. In this video, you’ll learn about important communication techniques that you can use to build relationships with your customers. |