Professionalism 2.3.1

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Professionalism 00:00-00:19

PC technicians spend a lot of time with people. Whether in an interview, on the phone with an end user, or in a meeting with a client, you always want to leave a good impression. In this video, we're going to go over some things you can do to make your interactions more positive.

Make a Good Impression 00:19-01:37

One of the best things you can do is make a good first impression. First impressions set the tone for the rest of your interactions. If you show up late, disorganized, and disheveled, you might give the impression that you're unprofessional and inconsiderate.

To make a good first impression, try to arrive a few minutes early. If you're going to be late for any reason, be sure to call ahead to see if the person would like to wait or reschedule. If you're contacted by an organization, see if you can find their dress code so you know whether you should wear formal or business casual attire. You usually find something like this on a company's website.

Be culturally sensitive and address individuals by their appropriate title. Take note of how they address themselves in any correspondence prior to your meeting. And be sure to respect people's privacy. If you're going to someone's home or office, ask them before walking in since this shows you respect them and their space. While in their space, be sure not to look at their computer screen, papers, or items on the desk.

Use proper language and avoid swearing and slang words. When possible, try to avoid industry jargon and acronyms since they might not be familiar with them. And lastly, avoid distractions. Do not accept personal phone calls or texts and don't scroll through your social media sites.

Service and Implementation 01:37-02:36

Being professional extends to identifying problems and solutions. Let's look at a few tips to consider during a service call.

First, be sure to get authorization before you make any unexpected repairs that weren't part of the original problem—especially if the extra repairs will result in an additional charge. After you've finished a repair, test the software and equipment to make sure that the issue is really fixed. You may even want to let the client test it out so they can see that the issue is really resolved.

If applicable, explain any new software or hardware that you installed, and offer additional training that might be beneficial to the client. Also, be sure to provide the client with a detailed invoice of the work you performed. Now, before you leave, make sure that the client is satisfied with your work. If the customer has any questions or concerns that are outside your expertise, help him or her contact the appropriate people, such as another technician or a manager.

Handle Difficult Scenarios 02:36-04:17

As a PC technician, you're going to run into some challenging situations. Technical problems can be stressful for anyone, and many customers are going to be frustrated or anxious during your interactions.

In these stressful situations, don't be defensive or dismissive. Instead, acknowledge the customers concerns and ask open-ended questions that can help to narrow down the cause of the problem. Seek clarification. After listening to the customer, you want to restate the issue to show them that you understand. You also want to find out which outcome they're hoping for so you can explain which actions you reasonably can and cannot do.

It's up to you to set the tone, so maintain a positive attitude throughout the whole interaction. You want to project the confidence that you're up to the task. Be attentive. You don't want to do all the talking. Instead, be sure to actively listen and take notes, and don't interrupt someone while they're speaking.

You do need to set expectations. You need to clearly state which actions you're going to take and how long it'll take to complete them. Again, be sure to provide documentation on the services that were provided so that if things don't go according to plan, you have a record of your work. And be sure to follow up to answer any additional questions and to ensure satisfaction. Keep in mind that from time to time, you're going to deal with a difficult customer—someone who's rude, struggles to operate electronics, or won't accept responsibility for a problem they caused. In these situations, it's very important to remember that it's not your job to judge or belittle customers, but to help them. Keep calm and avoid arguments, and never complain about clients on social media platforms.

Summary 04:17-04:37

That's it for this lesson. In this lesson, we discussed professionalism. We talked about the importance of making a good first impression. Then we talked about methods for handling service and implementation calls. And lastly, we discussed methods for handling difficult situations and customers.

TestOut PC Pro 7.0

2.3.2 Professionalism Facts

This lesson covers the following topics:

• Making a good impression

• Handling difficult scenarios

• Identifying problems and implementing solutions

Making a Good Impression

If your first contact with the client is positive, the relationship will be much easier to handle and maintain.

• Arrive at appointments on time and prepared. If you are going to be late, contact the client and let them know.

• Dress professionally and adhere to any company dress codes. This includes appearing well-groomed.

• Greet the client and introduce yourself.

• Ask permission before entering the client's office or home.

• Address the client using the appropriate title.

• Be sensitive to cultural differences between the two of you.

• Avoid distractions or interruptions, including texting and social media notifications. Don't take personal phone calls. Ask permission before taking work-related calls.

Handling Difficult Scenarios

Always show respect. This includes showing respect not only to your clients but also to their workspaces and computers.

• Never argue with a client or become defensive.

• Avoid accusing the client. Even if the client caused the problem, do not point fingers.

• Stay calm and avoid being judgmental or insulting.

• Never complain about clients on social media platforms.

Identifying Problems and Implementing Solutions

Being professional extends to identifying the problem and implementing solutions. During this process, keep in mind the following:

• Get authorization to proceed before making any unexpected repairs or fixing items that were not part of the original problem, especially if the extra repairs result in an additional charge.

• After you have fixed the problem, try it out (or let the client try it out) to make sure that other problems don't exist.

• After the repairs are finished, provide the client with a detailed invoice of the work performed. Also, include any manuals or documentation related to new hardware.

• Ask the client if they would like to keep the failed components.

• If necessary, take the time to briefly explain any new software or hardware that was installed.

• If applicable, offer additional services or training that might be beneficial to the client.

• If the problem is related to user error or is caused by actions taken by the client, tactfully explain the problem without accusing or judging the client.

• Before leaving, make sure the client is satisfied that the problem has been resolved. For best client service and based on your company policy, follow up with the client to verify that the problem remains fixed.

Communicate effectively. Understanding both your and your client's expectations is very helpful.

• Use clear, concise, and direct statements.

• Ask the client open-ended questions so the client will talk about the issue and you can gather information.

• Allow the client to speak and avoid interrupting.

• Clarify client statements—restate what the client said and ask pertinent questions.

• Take notes on complicated or important information.

• Avoid using jargon, abbreviations, and acronyms. Take time to explain technical terms and issues simply.

• Clearly explain the problem and any repair options. Be sure to explain the advantages, disadvantages, and cost of a repair.

• Ask before moving items on desks or making changes to computer systems.

• Do not browse files on computers that are not necessary or related to the repair.

• Set realistic expectations for finishing work—when in doubt, overestimate.