Professional Appearance and Attire

• Match the required attire of the given environment

• Formal

• Business casual

Use Proper Language & Avoid Jargon, Acronyms, and Slang, When Applicable

• Maintain a positive attitude/project confidence

• Actively listen, take notes, and avoid interrupting the customer

• Be culturally sensitive

• Use appropriate professional titles, when applicable

• Be on time (if late, contact the customer)

• Avoid distractions

• Personal calls

• Texting/social media sites

• Personal interruptions

Dealing with Difficult Customers or Situations

• Do not argue with customers or be defensive

• Avoid dismissing customer problems

• Avoid being judgmental

• Clarify customer statements

• Ask open-ended questions to narrow the scope of the problem, restate the issue, or question to verify understanding

• Do not disclose experience via social media outlets

Set and Meet Expectations/Timeline & Communicate Status with Customer

• Offer repair/replacement options, as needed

• Provide proper documentation on the services provided

• Follow up with customer/user at a later date to verify satisfaction

Deal Appropriately with Customers' Confidential and Private Materials

• Located on a computer, desktop, printer, etc.