Working with clients, especially those new to technology, requires strong communication skills to bridge the gap in technical knowledge. It is important to establish control of the consulting encounter through a friendly and helpful demeanor while following a controlled sequence to resolve issues. Even with difficult customers, sticking to good customer service practices like listening, understanding their perspective, and asking for help when needed can help diffuse tensions and provide exceptional service.

1. Working with Clients
Phil Berenz

3. Technical Knowledge
This comes easily for most of us.
We can improve our technical skills
whenever we want to. And even a
difficult client can’t take our
technical abilities away.

4. Communication
This can be harder. Different people
require us to use different
communication skills. And a difficult
person can make you temporarily lose
the skills you have!

5. The Great Divide
You like computers and feel
comfortable with them. Our
average client does not.
Learning to bridge this gap is key to
providing an exceptional experience
for each client.
Translating and communicating your
technical know-how to the client is
one of the biggest challenges.
Example: TCP/IP - USPS

6. We are helping students, most of whom are new.
Visualize your first day as a new student .
Think about all the stuff that was going through your mind.
Now think about having a computer problem at the same time.
The IT Help Center is here to help BU
students, faculty, and staff resolve their
computer problems quickly and efficiently
so they can continue their work at BU.

7. Mindset of the Average Customer
Before they even sit down with you.

9. Bad Customer Service

10. Appearance: Professional, Good
Hygiene, Be approachable, Smile

11. Your goal is to control
the consulting
encounter, not the
person.
From the beginning of your
consulting, you establish the tone.
You want to come across helpful
and capable.
You empower and accredit yourself
through your tone, your vocabulary,
and the way you deal with things
you don’t know everything about.
Establishing Control

12. Controlled Consulting Sequence
1 Introduce yourself and offer to help.
2 Ask about the problem.
3 Verify the problem by summarizing
it in your own words and asking for
confirmation.
4 Explain how you can help and how
the person with the problem can
help.
5 Explain what you are trying
as you try it. Let the client
do the work when possible.
6 Afterwards, summarize/explain
the solution.

13. Good Customer Service

14. What about ‘difficult’ customers?

15. Making your job more challenging
Stress
 Lack of knowledge
 Lack of money
 Distraught because
they may have
caused the problem
Personality Conflict
The client may have a
personality that you don’t like.
Obnoxious Behavior
Yes, some people are just
plain difficult!

16. Difficult Customers

17. Blackbelt Customer Service
Exceptional Customer Service
(stick to the basics)
 This instantly diffuses the client.
 Never ignore the client’s problem.
 Understand where they are coming
from.
Ask for help when you need it.
 Don’t wait until it’s too late.
 Senior staff are always available
to help.
Keep your cool.
What would you want to hear?

18. Keeping your Cool
If something or someone really stressed you
out or upset you – tell one of the staff.
Don’t over-do it. If other things in your life are
making you too anxious to work well, talk to
your managers so we can figure out a way to
reduce your work stress.
Keep learning – The more you
learn, the more relaxed you will feel.

19. Conclusion