Channel: itfreetraining

Category: Education

Tags: customer servicesa+comptiaitfreetraining

Description: In this video from ITFreeTraining, I will look at customer service skills. These skills, often referred to as soft skills, are an important skill for the IT technician to learn. These soft skills may be the difference between getting the job and not getting the job, even when you are competing for the job with someone who has more technical skills then you do. Download the PDF handout: itfreetraining.com/handouts/ap/1e30.pdf What is Customer Service? 0:15 To start with, let’s consider what customer service is. There are many different definitions for what good customer service is. However, the one I like to use is – in the mind of the customer they received good customer service. In other words, the customer is satisfied. Keep in mind, nothing about this definition includes necessarily giving the customer what they asked for. At times, you won’t always be able to fix the problem the customer is having. The point to consider is: in their mind, do they believe they received good customer service. Sometimes you will fix the problem and they will still be complaining about the service. I will look at some ways that you can give good customer service. You won’t be able to make everyone happy every single time, but at least you may be able to make a larger percentage of people happy. Looking the Part 1:02 The first part of customer service is looking the part. This should include grooming, such as combing your hair and ironing your clothes. There is a big difference in the mind of the customer if you walk in looking a bit scruffy to looking well-groomed. Even if you live a bit of an alternative lifestyle, maybe you have dyed your hair blue or have a lot of piercings, taking some time to comb your hair and iron your clothes makes a big difference. People notice the effort you put in, so just make sure you are wearing business attire. Customers also relate clothing to attitude. If you want to be the part, you need to dress the part. If you don’t, the customer will think, “well if this person can’t make the effort with their clothing, what effort are they going to make fixing my computer?” In some cases, you may not always be able to dress the part. For example, maybe you are fixing computers in a factory and it is a very dirty place. You don’t want to wear your best clothes or maybe they have rules about what clothes you should wear. Your best suit may look great, but if it is a safety hazard, you won’t be able to wear it when working on the factory floor. Description to long for YouTube. Please see the following link for the rest of the description itfreetraining.com/ap/1e30 References “The Official CompTIA A+ Core Study Guide (Exam 220-1001)” Chapter 3 Position 15756 - 16126 “CompTIA A+ Certification exam guide. Tenth edition” Pages 1 – 11 “Picture: Star” unsplash.com/photos/3iiR4ScIPjs “Picture: Male with smiley face on face” unsplash.com/photos/nnCycrbQu6s “Picture: Epictetus” commons.wikimedia.org/wiki/File:Epictetus.png “Picture: Scruffy cat” pexels.com/photo/grey-cat-on-wooden-fence-2518134 “Picture: Angry cat” pexels.com/photo/closeup-photo-of-gray-cat-1331821 “Picture: Sorry” pexels.com/photo/sticky-note-with-apology-2022077 “Picture: Handshake” unsplash.com/photos/AT5vuPoi8vc “Picture: Superman” unsplash.com/photos/S9uB_IlDThw “Picture: Rabbit pocket watch” pexels.com/photo/white-rabbit-holding-gold-frame-pocket-watch-statue-149290 “Picture: Grey kitten ears back: ” pexels.com/photo/grey-fur-kitten-127028 “Picture: Angry cat” en.wikipedia.org/wiki/File:Gato_enervado_pola_presencia_dun_can.jpg “Picture: Confident cat” pexels.com/photo/close-up-photo-of-black-and-white-cat-1695805 “Picture: People on mobile phones” pexels.com/photo/people-holding-their-phones-3184435 “Picture: Cat looking” unsplash.com/photos/gfcIwMXxHiM “Picture: Cat looking at toy” unsplash.com/photos/1hBWrLIDSCc “Picture: Checklist” pexels.com/photo/banking-business-checklist-commerce-416322 “Picture: What do you mean?” unsplash.com/photos/RUsczRV6ifY “Picture: Question mark” pexels.com/photo/question-mark-on-yellow-background-3683107 “Picture: Multimedia and electronics” unsplash.com/photos/3GZi6OpSDcY “Picture: Hour glass” unsplash.com/photos/Xd_H7iOwKN0 “Picture: Clocks” pexels.com/photo/black-and-white-photo-of-clocks-707676 Credits Trainer: Austin Mason ITFreeTraining.com Voice Talent: HP Lewis hplewis.com Quality Assurance: Brett Batson pbb-proofreading.uk