As an IT Technician, there are certain ground rules that should be established when it comes to servicing customers, and vice versa. Below are solutions to common questions:
Q. How should I dress when meeting with a customer?
A. When meeting with a customer, a technician should dress professionally and with tact. That doesn’t necessarily mean wearing a suit and tie, but having a clean, pressed shirt and slacks. A technician should dress in suitable business attire, yet be comfortable enough to work. The job oftentimes require squatting, bending over, and crawling under desks, so you should wear clothing that allows you to move comfortably.
Q. How should appointment rescheduling be handled?
A. When rescheduling an appointment with a customer, make sure to notify the home office and everyone involved. Communication is key.
Q. Should shoes be taken off when entering a customer’s home?
A. You should ask the customer first if they prefer to have your shoes off. As a solution, you can also bring along a pair of disposable plastic booties that can cover your shoes as you walk around their home.
Q. What is the appropriate way to greet a customer?
A. You should first greet a customer by Ms. or Mr. and their last name, but you can also ask permission to acknowledge them by their first name.
Q. Should I take phone calls during an appointment?
A. Unless it’s a dire emergency, it’s proper techiquette to not accept phone calls during an appointment, especially if they are personal phone calls. If you must accept a phone call, let your client know that it is an important phone call and excuse yourself to take the call.
Q. Can I accept invitations for lunch or dinner from a customer? When is it appropriate and when is it not?
A. This is somewhat of a grey area, but if a customer asks you out to lunch or dinner during an appointment, it’s ok to accept if it is business-related. For instance, if the customer invites you out to talk more about your company’s services and/or products. Generally speaking, it is not appropriate to accept personal invitations during an appointment.
Q. What are the Do’s and Don’ts of making small talk with customers? How about making jokes?
A. It’s important to make connections with customers, and how you do this is through small talk. You can talk about general topics, current events, or culture, but stay away from negative or controversial topics. You should also stay away from making jokes because you don’t know what topics your customer might be sensitive about.
Q. What about smoking a cigarette before an appointment?
A. If you can avoid smoking right before an appointment, that would be best. The smell of smoke can be very offensive to customers, especially if they don’t smoke.
No matter what situation you are in with a customer, it’s important to maintain a professional attitude at all times. Make sure to always outline a plan of action at the beginning of the appointment and give a time estimate plus the expected outcomes or solutions. Respecting a customer’s privacy is also a must.
FAQ’s For Customers
Q. Should I offer food or drinks to the technician?
A. This is completely up to you and how comfortable you feel with the technician.
Q. Should I offer home shoes to the technician?
A. Again, this is another area in which you can use your discretion. Do whatever makes you feel comfortable. Most technicians usually bring shoe covers to appointments.
Q. Regarding small talk, what themes should I avoid?
A. Stay away from controversial topics such as politics and religion.
Q. What’s the proper dress etiquette for an appointment with a technician?
A. Use common sense when it comes to dressing for an appointment with a technician. Dress as if you are expecting a regular guest in your home.
During the appointment, make sure to provide full disclosure of the problem including all attempts that have been made to fix it. The more your technician knows about the problem, it will be much easier and quicker to find a solution.
Sunday, August 1, 2010
Thursday, March 4, 2010
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