Customer Experience With A Support Services Technician At Gauging The Customer State Of Mind Using Indirect Communication

846 Words4 Pages
The overall customer experience with a support services such as Geek Squad is often determined with the first interaction with the customer. The service technician must be able to identify characteristics about how the customer presents themselves, and responded to that accordingly. The understanding of both direct and indirect communication is important to communicating problems to meet the customers’ needs. Understanding the indirect communication aids the service technician in gauging the customer state of mind. Direct communication is used to get the information about the technical problem, and figure out how to handle it. While using their own voice qualities to guide customers through the process of fixing the technical problem. The first few seconds, maybe even a few before while helping the previous customer, to assess how the customer’s state of mind using indirect communication. This is important in how the technician will respond to the customer. For instance, a teenage girl brought in her iPad, she was distraught about how she must have broken her father’s expensive device. The technician picked up on her apprehension and responded by being calm and comforting, even offering a smile, while addressing the problem, in which her cable at home had worn out and she needed a new one he said with a smile. “People often underestimate the power of a smile.” (Bumper, n.d.) In this case the smile was infectious she smiled in relief and went to get the cable. In another

More about Customer Experience With A Support Services Technician At Gauging The Customer State Of Mind Using Indirect Communication

Open Document