- Communicating
and listening (face-to-face or over the
phone)
- Interpreting
verbal and nonverbal cues
- Responding
appropriately to the customer's technical
level
- Establishing
personal rapport with the customer
- Professional
conduct, for example, punctuality,
accountability
- Helping
and guiding a customer with problem
descriptions
- Responding
to and closing a service call
- Handling
complaints and upset customers, conflict
avoidance, and
resolution
- Showing
empathy and flexibility
- Sharing
the customer's sense of urgency
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