Summary

Chapter 10: Communication Skills 9Knowledgeable CustomerA knowledgeable customer wants to speak with a technician who is equally experienced incomputers. This type of customer usually tries to control the call and does not want tospeak with a level-one technician. Table 10-6 lists dos and don’ts for dealing with a knowledgeablecustomer.Table 10-6DoDealing with a Knowledgeable Customer Dos and Don’tsDon’tIf you are a level-one technician, youmight try to set up a conference call witha level-two technician.Explain your overall approach to whatyou are trying to verify.Follow a step-by-step process with thecustomer.Ask the customer to check the obvious, such asthe power cord or the power switch. For example,you could suggest a reboot instead.Inexperienced CustomerAn inexperienced customer has difficulty describing the problem. These customers usuallycan’t follow directions or communicate the errors they encounter. Table 10-7 lists dos anddon’ts for dealing with an inexperienced customer.Table 10-7DoDealing with an Inexperienced Customer Dos and Don’tsDon’tUse a simple step-by-step process ofinstructions.Speak in plain terms.Use industry jargon.Condescend to your customer or belittle himor her.Class Discussion 10.2.3: Identifying Difficult Customer TypesIn this activity, the class identifies difficult customer types through the use of five scenarios.Refer to the relevant topics in IT Essentials: PC Hardware and Software Labs and StudyGuide, Third Edition to help you prepare for this discussion.Use Proper NetiquetteHave you read a blog where two or three members have stopped discussing the issue andare simply insulting each other? These are called “flame wars,” and they occur in blogs and