4.7 - Communication

Question 1

Communication skills

Answer 1

• One of the most useful skills for the troubleshooter
• One of the most difficult skills to master
• A skilled communicator is incredibly marketable

Question 2

Avoid jargon

Answer 2

• Abbreviations and TLAs
  – Three Letter Acronyms
• Avoid acronyms and slang
  – Be the translator
• Communicate in terms that everyone can understand
  – Normal conversation puts everyone at ease
  – Decisions are based on what you say
• These are the easiest problems to avoid

Question 3

Maintain a positive attitude

Answer 3

• Positive tone of voice
  – Partner with your customer
  – Project confidence
• Problems can’t always be fixed
  – Do your best
  – Provide helpful options
• Your attitude has a direct impact on the
  overall customer experience

Question 4

Avoid interrupting

Answer 4

• But I know the answer!
• Why do we interrupt?
  – We want to solve problems quickly
  – We want to show how smart we are
• Actively listen, take notes
  – Build a relationship with the customer
  – They’ll need help again someday
  – Don’t miss a key piece of information
  – Especially useful on the phone
• This skill takes time to perfect
  – The better you are, the more time you’ll save later

Question 5

Clarify customer statements

Answer 5

• Ask pertinent questions
  – Drill-down into the details
  – Avoid an argument
  – Avoid being judgmental
• Repeat your understanding of the problem
  back to the customer
  – Did I understand you correctly?
• Keep an open mind
  – Ask clarifying questions, even if the issue
  seems obvious
  – Never make assumptions

Question 6

Setting expectations

Answer 6

• Offer different options
  – Repair or replace
• Document everything
  – No room for questions
• Keep everyone informed
  – Even if the status is unchanged
• Follow up afterwards
  – Verify satisfaction