1.1 Good communication skills
are an aid in the
1.1.1 It takes time and
experience to develop
The more you
the more effective
you will become
when working with
1.1.2 Uses good communication
skills will always be in
demand in the job market.
one call to the
2 Determine the problem:
2.1 Know - Call
2.2 Relate - Use brief communication to
create a one-to-one connection
between you and your customer.
2.3 Understand - Determine the customer’s level of knowledge about the computer to
know how to effectively communicate with the customer.
3 Hold and Transfer:
3.1.1 Let the costumer finish talking.
3.1.2 Explain that you will have to put the costumer on
hold and why.
3.1.3 Ask if it is all right to put the
costumer on hold.
3.2 DO NOT:
3.2.2 Abruptly put the costumer on hold.
3.2.3 Put on hold without
an explanation and
4 Transferring a Call:
4.1.1 Ask permission from the costumer to transfer the call.
4.1.2 Allow the costumer to finish talking.
4.1.3 Tell the name of the person to whom you are transferring the
4.2 DO NOT:
4.2.1 Transfer the costumer's call without telling the costumer what you are about to do.
4.2.2 Transfer the call without permission from the technician who will receive the call.
5 Types of Customer
5.1 Talkative Customer: During the call, a talkative customer
discusses everything except the problem. The customer often
uses the call as an opportunity to socialize. It can be difficult to
get a talkative customer to focus on the problem.
5.2 Rude Customers:
Complains during the
call and often makes
about the product, the
service, and the
technician. This type
of customer is
and uncooperative and
gets aggravated very
5.3 Angry Customers:
Talks loudly and
often tries to speak
when the technician
is talking. Angry
that they have a
problem and upset
that they have to call
somebody to fix it.
5.4 Knowledgeable Customers: Wants to speak with a technician that is equally experienced in
computers. This type of customer usually tries to control the call and does not want to speak with
a level one technician.
5.5 Inexperienced Customers: Has difficulty describing the problem. These customers are usually not able
to follow directions correctly and not able to communicate the errors that they encounter.
6 Ways to Relax:
6.1 Practice relaxed breathing: inhale-hold-exhale-repeat.
6.2 Take a break - go for a quick walk, or climb a flight of stairs.
6.3 Eat something small - a snack with protein is best.
6.3.1 Avoid stimulants like coffee, fizzy
drinks, and chocolate. All contain
caffeine and can add to stress.