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Working with a customer
- Using communication skills to determine
customer problems
- Know
- Relate
- Understand
- Know
- 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
- Let the customer finish
talking
- Do not
- Interrupt
- Abruptly put the customer on
hold
- Put on hold without an
explanation and the customer's
consent
- Interrupt
- Do
- 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
- Let the customer finish talking
- Do not
- Interrupt
- Abruptly transfer the call
- Transfer without an
explanation and the
customer's consent
- Transfer without infoming the new technician
- Interrupt
- Do
- How to put a customer on
hold
- 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
- Be pleasant and polite
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