Page 13 - May June 2017 CFESA Magazine

INDUSTRY

Soft Skills by Jim Eason TRENDS

In today’s customer service focused business environment, it is com-
mon for managers to encourage technicians to work on their soft
skills and do a better job of dealing with their clients. The problem
is that too often these instructions come with no practical training
on how to make that happen. This article will outline a simple, re-
peatable method that will improve your technicians’ soft skills im-
mediately if they will just employ these four steps every time out:
Listen, Repeat, Explain, and Update.

• Listen: It’s about as simple as it sounds, but few do a good job
of it. Our body language and expressions should let the customer
know we are not only paying attention but that we care about their
situation and that solving their problem matters to us. Make eye
contact, nod, and let them do the talking, though it is good to ask
clarifying questions.

• Repeat: This means to repeat back or summarize what we just heard. Ensuring that we understand
the issue correctly, and letting the customer know we weren’t just waiting for them to stop talking so we
could start working. Use the client’s name, speak slowly and clearly, and answer any questions that arise.

• Explain: This is telling the customer what we plan to do to solve the problem. It should be a clear,
concise explanation that is presented in layman’s terms that are not overly detailed or technical. “Ms. Kitch-
en Manager, I’m going to test the voltage coming into this unit, and if that’s not the problem, I’ll check each
electrical component to find out which part is failing. I’ll let you know if I can get it running today or if a
return trip will be needed.” Keep it short and sweet, but detailed enough to give the customer a clear sense
that things are being handled.

• Update: This step usually comes at the end of the call before the technician leaves, and it might well
be the most important. People fear the unknown, so when a tech leaves a job without updating the customer
on what was done, what remains to be done, and how that process will look, it often leaves them feeling anx-
ious, frustrated or angry. Make sure to communicate the situation to a person of authority before leaving the
site, preferably the same person from steps 1-3, though that’s not always possible.
In other words, listen to them, repeat back what they said (using their name), tell them what you are going to
do (update), and then explain what you did, along with what remains to be done (update). These four steps
are simple and can be repeated every time a tech walks through the door. After a few times, this process
becomes routine and will be done without much forethought. Even though it may seem mundane, the time
taken to follow these steps will pay off in more satisfied, loyal customers and an improved public image for
your company.

www.cfesa.com MAY / JUNE 2017 CFESA Magazine 13