Demonstration should include the following:
- Use plain language (i.e., 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)
- Avoid distractions
- Personal calls
- Texting/social media sites
- Talking to co-workers while interacting with customers
- Personal interruptions
- Dealing with a difficult customer or situation
- Do not argue with the customer and/or be defensive
- Avoid dismissing customer problems
- Avoid being judgmental
- Clarify customer statements (i.e., ask open-ended questions to narrow the scope of the problem, restate the issue or question to verify understanding)
- Do not disclose experiences via social media outlets
- Set and meet expectations/timeline and communicate status with the customer
- Offer different repair/replacement options, if applicable
- Provide proper documentation on the services provided
- Follow up with customer/user at a later date to verify satisfaction
- Deal appropriately with customers confidential and private materials (located on a computer, desktop, printer, etc.)
Process/Skill Questions:
- Why is it important to use plain language and have a positive attitude?
- What are ways one can be culturally sensitive?
- How should one handle a difficult customer or situation?
- How would one appropriately handle customers’ confidential and private materials?