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Working with a customer
Descripción
(Chapter 11 - The IT Professional) Cisco IIT essentials Mapa Mental sobre Working with a customer, creado por groche el 25/02/2014.
Sin etiquetas
chapter 11 - the it professional
cisco iit essentials
cisco iit essentials
chapter 11 - the it professional
Mapa Mental por
groche
, actualizado hace más de 1 año
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Creado por
groche
hace casi 11 años
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Resumen del Recurso
Working with a customer
Using communication skills to determine customer problems
Know
Relate
Understand
Displaying professional behaviour with customers
How to put a customer on hold
Do
Let the customer finish talking
Explain that you'll have to put the customer on hold and why
Ask if it is alright to put the customer on hold
Once given consent, tell the customer you will be just one a minute
Do not
Interrupt
Abruptly put the customer on hold
Put on hold without an explanation and the customer's consent
How to transfer a call
Do
Let the customer finish talking
Explain that you will have to transfer the call, tell the customer to whom, and why
Tell the customer the number you are transferring the customer to
Ask if it is alright to transfer the call now
Once given consent, begin the transfer
Tell the new technician who you are, the ticket number, and the name of the customer
Do not
Interrupt
Abruptly transfer the call
Transfer without an explanation and the customer's consent
Transfer without infoming the new technician
Using proper netiquette
Be pleasant and polite
Begin each email, even within a thread, with an appropriate greeting
Never send chain letters via email
Do not send or reply to flames
Use mixed case. UPPER CASE IS CONSIDERED SHOUTING
Check grammar and spelling before you post
Be ethical
Never email or post something you would not say to someone'sface
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