Client Conversation Etiquette

alexgeek · Nov 7th, 2007, 22:50

My course at school is pretty varied, which is great.
We cover things from cleaning computers, to taking them apart, to installing operating systems to customer support.
I'm currently on customer support and trouble shooting and I thought the advice given was so great I'd share it!
This is how to talk to a client when troubleshooting a problem they have (any problem to can apply to the web design and development world).

·Ask direct questions to gather info.
·Do not use industry jargon.
·Do not talk down to client.
·Do not insult customer.
·Do not accuse customer of causing problem.

Stuart · Nov 8th, 2007, 00:06

Hmm, interesting. The more I think about it, the more I realize that all customer support personnel follow this sort of "protocol". Thanks for posting that :: I guess we know their little tricks now, don't we?

alexgeek · Nov 8th, 2007, 07:11

I'm pretty sure I would do at least three if I hadn't read.
If someone described a problem to me I would probably saying something like, "Ah you've currupted the BIOS settings on accident".
This would be using industry jargon, talking down and blaming them (and maybe insulting them).

Rakuli · Nov 8th, 2007, 10:16

Tact, Alex.. you need tact.. LOL

I work for an airline in Operations support and constantly have internal clients (like from airports or online sales or something) contacting me with their system issues... A lot of the time, it is quite clear that it's their fault.. You can't blame them though, it ruins their day and achieves nothing lol.. you just say what probably happened, laugh off the fact that it is an easy mistake and move on... Because I am speaking with airline staff most of the time I can use jargon though - which is cool.

On the other hand, when an airline staff member cannot handle their public customer -- they usually ask me to talk to them... When you have a screaming airline passenger with 4 hours to burn because of a flight delay, it is hard to remain tactful.. but I have to even if it is blatently their fault. I can't use jargon for them though... lol I can imagine what they would say if I said something like.. "You should have phoned res to pre-book your avih because the TSC needs to send a TTY to AAE and may turn out to be a PETC in which case a SPML and call to SH would be required.."

Yes, the above guildlines are invaluable for me already and really, are sensible for everyone to use.

alexgeek · Nov 8th, 2007, 12:24

Glad it helps

JacobHaug · Nov 8th, 2007, 14:22

Here is an article I did for Creative Coding, called..."The reality of client interaction", enjoy the read!

sannbe · Nov 8th, 2007, 19:17

Learning to deal with clients in never easy. And it has to be learned. Eventually, you reach a point when you can read your client as soon as you meet them. Once you have that, you can develop a plan of action that will be the most successful for that particular client.

alexgeek · Nov 8th, 2007, 19:35

Just experience I guess!

Gerry · Nov 8th, 2007, 21:21

Experience is valuable, but its not everything Alex, and you'd be hard pushed to beat good old respect and decency. I would consider myself experienced but still willing to learn from new situations, or be surprised at new people. Like I have been known to say, you reap what you sow, tis the same thing when you deal with people, i.e. treat them how you would like to be treat in return. When it comes to jargon or who/whats at fault, we should judge the situation and person on an individual basis. I know some people who would far rather talk with someone who is inexperienced and polite and respectful than someone who knows a great deal but who is a pain in the ......
I have worked with many 'experienced' people but the logic doesn't always follow that they are good with customer care. If you have little experience but you approach people with respect and decency, nine times out of ten it goes well (and from what I've read, of your many respectfully posts Alex, you'll go far I'm sure)
Tact, diplomacy, respect and manners.
G.
P.S. I was on a marketing training one day, and a great little nugget was given out that I'll never forget and that was to "...be a radiator , not a drain!...". (i.e. instead of being a 'drain' that makes those we interact with feel sapped or deflated after dealing with us, we should radiate positivity, or at a minimum make them feel that the conversation was worthwhile...............I'll leave you with that one )

Lchad · Nov 9th, 2007, 11:14

Nice saying Gerry! I agree there isn't any rehearsed wording.. it's just about being honest, polite, respectful.

You know... all the stuff our Mom's taught us!

alexgeek · Nov 13th, 2007, 16:12

Quote:

(and from what I've read, of your many respectfully posts Alex, you'll go far I'm sure)

Thanks mate

I find myself talking to my Mum like this when she needs help with the computer now ha.

Monie · Nov 14th, 2007, 03:26

I once was working in the similar situation as a computer technician. I controlled 3 distinct local government facility. Everytime they have problem, they will call me and I will solved the problem by fhone If it could be done! If not, I'll have to go fizically to that place and solved them out.

I don't really like explaining to them what cause the problem since most of them really don't know much about computer. They just know how to use it! 80% of my solving-problem via phone conversation, I would say, is impossible!

Marc · Nov 14th, 2007, 18:54

I would honestly hate that job that you had Monie!

alexgeek · Nov 14th, 2007, 18:57

I would too. Telephobia!
I guess that won't help with my career..

Monie · Nov 17th, 2007, 08:16

I hate it too, that's why I quit!
I like my new job, as an Advidor in webforumz