2.3.1 Professionalism

Given a scenario, use proper communication techniques and professionalism.

Enterprise Standards:

• Professional Appearance & Attire
  • Formal
  • Business casual
• Use proper language and avoid jargon, acronyms, and slang, when applicable
• Maintain a possible attitude / project confidence
• Actively listen
  • Take notes
  • Avoid interrupting the customer
• Be culturally sensitive
  • Use appropriate professional titles, when applicable
• Be on time
  • If you are running late, contact the customer and apologize for the delay
• Avoid distractions, which include but are not limited to:
  • Personal phone calls
  • Text messages
  • Social media notifications
  • Personal interruptions (I actually have no clue what this means)
• Dealing with difficult customers or situations
  • Avoid dismissing customer problems
  • Don't argue or be defensive with the customer
  • Avoid being judgmental
  • Clarify customer statements
    • Ask open-ended questions to:
      • Narrow the scope of the problem
      • Restate the issue
      • Question or verify understanding
    • Do not disclose experience via social media outlets
• Set and meet expectations/time line and communicate status with the customer
  • Offer repair/replacement options (as needed)
  • Provide proper documentation on the services provided
  • Follow up with customer late to verify product/service satisfaction
• Deal appropriately with customers' confidential and private materials
  • Located on a computer, desktop, printer, etc.

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