For the most part, a high level of technical
proficiency alone is not enough to sustain a
career in the world of cabling installation.
For most of the service jobs available, good
customer skills are just as important as
good technical skills. In most cases, they
are equal partners for a successful career.
Good customer service skills are a must for
those of us who work directly with the
public.
Good customer service typically involves:
educating the customer by providing useful
and practical information, problem resolution,
and support
informing the customer of goods and services
relating to the customer by learning their needs
and concerns
delivering goods and services to the customer in
a timely manner, and in a form desired by the
customer
supporting the customer to the degree that they
feel supported but not overwhelmed
Prepare
A good practice is to learn your customers
by name, and greet them with it. Collect
business cards, and include copies in
customer folders—have them in your pocket
during the call. Always deal with them as
individuals, not as stereotypes such as order
entry person, receptionist, manager, etc.
Doing an efficient, professional, and
complete job does more to ingratiate
you to customers than almost anything
else you can do.
Be Proactive
One of the attributes that make a good
customer service or repair person is the
ability to actively listen to the customer.
Real listening means not just hearing
what the customer has to say, but
trying to pin down what they mean.
The ability to communicate clearly is
the other trait most looked for in service
people. Allow customers to talk through
their problems. Use probing questions
for clarification purposes, and to make
sure you understand what the user is
describing at each step. In doing so, they
may come up with clues they haven’t
thought of before.
Listen and Communicate
Be Responsive
Establish Integrity
Telephone Techniques
Handle Paperwork and Finish Up