3. Technical Knowledge
This comes easily for most of us.
We can improve our technical skills
whenever we want to. And even a
difficult client can’t take our
technical abilities away.
4. Communication
This can be harder. Different people
require us to use different
communication skills. And a difficult
person can make you temporarily lose
the skills you have!
5. The Great Divide
You like computers and feel
comfortable with them. Our
average client does not.
Learning to bridge this gap is key to
providing an exceptional experience
for each client.
Translating and communicating your
technical know-how to the client is
one of the biggest challenges.
Example: TCP/IP - USPS
6. We are helping students, most of whom are new.
Visualize your first day as a new student .
Think about all the stuff that was going through your mind.
Now think about having a computer problem at the same time.
The IT Help Center is here to help BU
students, faculty, and staff resolve their
computer problems quickly and efficiently
so they can continue their work at BU.
7. Mindset of the Average Customer
Before they even sit down with you.
11. Your goal is to control
the consulting
encounter, not the
person.
From the beginning of your
consulting, you establish the tone.
You want to come across helpful
and capable.
You empower and accredit yourself
through your tone, your vocabulary,
and the way you deal with things
you don’t know everything about.
Establishing Control
12. Controlled Consulting Sequence
1 Introduce yourself and offer to help.
2 Ask about the problem.
3 Verify the problem by summarizing
it in your own words and asking for
confirmation.
4 Explain how you can help and how
the person with the problem can
help.
5 Explain what you are trying
as you try it. Let the client
do the work when possible.
6 Afterwards, summarize/explain
the solution.
15. Making your job more challenging
Stress
Lack of knowledge
Lack of money
Distraught because
they may have
caused the problem
Personality Conflict
The client may have a
personality that you don’t like.
Obnoxious Behavior
Yes, some people are just
plain difficult!
17. Blackbelt Customer Service
Exceptional Customer Service
(stick to the basics)
This instantly diffuses the client.
Never ignore the client’s problem.
Understand where they are coming
from.
Ask for help when you need it.
Don’t wait until it’s too late.
Senior staff are always available
to help.
Keep your cool.
What would you want to hear?
18. Keeping your Cool
If something or someone really stressed you
out or upset you – tell one of the staff.
Don’t over-do it. If other things in your life are
making you too anxious to work well, talk to
your managers so we can figure out a way to
reduce your work stress.
Keep learning – The more you
learn, the more relaxed you will feel.
Welcome, how is everyone doing? My name is Phil Berenz and I am one of the CSS staff at the BU IT Help Center.Today I am going to be discussing how to work with clients, the do’s and don’t when working with clients, some of the challenges you will face. This PowerPoint will give you the vital information for you need to succeed in every client interaction that you part take in.
This will be a quick introduction which will touch upon some key points when working with clients.Then we are going to take a journey into the mindset of the average client.Next we will discuss what is considered bad customer service. The things you should not do while working with clients and why this behavior will make your job more challenging. Once you’ve seen the ugly side of customer service, I will discuss what you should do.It is inevitable that you may encounter a “difficult” client or two so we will discuss how you should handle these encountersLastly, we will discuss briefly on how it is important to deal with your own stress.
As Linda mentioned in her PowerPoint, we as a group are providing technical services to Boston University students and staff. We consult over the phone, e-mail, and face to face.Our value is based upon our technical know-how and it is our job to use this knowledge to help students and staff with their computer questions and issues. Once you know how to install Office, this is something no other individual can take away from you.
Our technical knowledge is useless if we are not able to know communicate and translate it properly to the client.
When working with clients, it is good to practice compassion and sympathy. Compassion and sympathy are great tools when working with any clientA great technique is to visualize yourself in their place. I’d like for all of you to take a moment and visualize your first day. Think about all of the things that were going through your head.