Module Objective
Equip our technicians with essential soft skills to enhance client satisfaction, build trust, and improve service outcomes.
📘 Module Sections
1. Effective Communication
Goals: Speak clearly and simply. Listen actively.
Tips: Use non-technical terms when explaining solutions.
Pause to ask: “Does that make sense so far?” or “Would you like more detail?”
2. Empathy & Patience
Goals: Understand and validate the client’s feelings. Stay calm under pressure.
Tips: Say things like: “I understand how frustrating that must be.” Don’t rush the client—even if you're pressed for time.
3. Professionalism & Respect
Goals: Be courteous, honest, and respectful. Represent the company positively.
Tips: Introduce yourself with a smile. Don’t speak negatively about others or previous work done.
4. Problem Solving & Clarity
Goals: Troubleshoot efficiently. Keep the client informed.
Tips: Walk the client through what you're doing in simple steps.
Say: “Here’s what I’ve found,” followed by “Here’s how I’ll fix it.”
5. Time Management
Goals: Be punctual and accurate in estimates.
Tips: Communicate delays early.
Use phrases like: “This will take about 30 minutes,” and update if it changes.
6. Adaptability
Goals: Adjust your communication style as needed. Be open to feedback and change.
Tips: Tech-savvy client? Go deeper. Confused client? Go slower and simpler.
7. Conflict Resolution
Goals: De-escalate tension. Find solutions, not fault.
Tips: Avoid defensive responses.
Use Phrases Like: “Let me see how I can make this right for you.”
