While you were at lunch, one of your associates has dropped off his laptop with a sticky note that says “Bad Video. Please Fix.” Which of these options would be the best next step?
A) Return the laptop with a note that asks for more details
B) Set the laptop aside until your associate returns, and then ask for more details
C) Call your associate and explain that hardware should be not be arbitrarily left at your desk with sketchy details
D) Contact your associate and drill-down into the problem and your associate’s observations
E) Hey, free laptop!
The answer: D) Contact your associate and drill-down into the problem and your associate’s observations
One of the best ways to communicate is to ask questions. When you’re troubleshooting an issue, it’s important to gather as much information as possible before deciding on the next troubleshooting step. Since your associate left the computer at your desk, you can assume that there may be a time-sensitive issue as well. Be sure to gather the details as quickly as you reasonably can.
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Want to know more? Watch “The Human Component: Communication.”Our communications skills can have a dramatic impact on our stress level and efficiency. In this video, you’ll learn how to use proper language, maintain a positive attitude, and some best practices for communicating with our customers. |