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For the most part, a high level of technical proficiency alone is not enough to sustain a career in the world of cabling installation. For most of the service jobs available, good customer skills are just as important as good technical skills. In most cases, they are equal partners for a successful career. Good customer service skills are a must for those of us who work directly with the public.
Good customer service typically involves: educating the customer by providing useful and practical information, problem resolution, and support informing the customer of goods and services relating to the customer by learning their needs and concerns delivering goods and services to the customer in a timely manner, and in a form desired by the customer supporting the customer to the degree that they feel supported but not overwhelmed
A good practice is to learn your customers by name, and greet them with it. Collect business cards, and include copies in customer folders—have them in your pocket during the call. Always deal with them as individuals, not as stereotypes such as order entry person, receptionist, manager, etc.
Doing an efficient, professional, and complete job does more to ingratiate you to customers than almost anything else you can do.
One of the attributes that make a good customer service or repair person is the ability to actively listen to the customer. Real listening means not just hearing what the customer has to say, but trying to pin down what they mean.
The ability to communicate clearly is the other trait most looked for in service people. Allow customers to talk through their problems. Use probing questions for clarification purposes, and to make sure you understand what the user is describing at each step. In doing so, they may come up with clues they haven’t thought of before.
