Summary

6 IT Essentials: PC Harware and Software Companion GuideTable 10-2 Customer Call Transfer Dos and Don’ts continuedDoTell the customer the number you aretransferring her to (for example, 142).Ask if it is all right to transfer the call now.After you are given consent, begin the transfer.Tell the new tech who you are, the ticketnumber, and the customer’s name.Don’tTransfer without an explanation and thecustomer’s consent.Transfer without informing the new tech.When dealing with customers, it is sometimes easier to explain what you should not do.Observe the following list of things you should avoid when communicating with a customer:■■■■■■■■■Minimizing customer problems.Using jargon, abbreviations, and acronyms.Displaying a negative attitude or using a negative tone of voice.Arguing with customers or becoming defensive.Being judgmental or insulting or calling the customer names.Distractions and interruptions when talking with customers.Unnecessary and abrupt holds.Transferring a call without explaining the purpose of the transfer and getting the customer’sconsent.Making negative remarks about other technicians to the customer.Class Discussion 10.2.2: Controlling the CallIn this activity, the class discusses positive ways to tell customers negative things throughthe use of four scenarios. Refer to the relevant topics in IT Essentials: PC Hardware andSoftware Labs and Study Guide, Third Edition to help you prepare for this discussion.Focus the Customer on the Problem During the CallPart of your job is to focus the customer during the phone call. Keeping the customerfocused on the problem allows you to control the call. This makes the best use of your time