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Operational Procedures

Communication Methods and Professionalism/溝通方法和專業精神

原文:

The first thing we need to realize is that working in the information technology (IT) field is working in a customer service field. The IT field is unique in its own way, but it’s driven by customer service. While the standards of professional business conversations generally apply, there is also the unique aspect of the technician possessing “special knowledge” that a more senior professional may not possess. For example, a person whose computer you are there to fix may be a senior manager at your company, but they may have no idea about how to fix computers. You must, then, remain calm and measured in responding to the client’s needs, yet remain authoritative in your body of knowledge and procedures. This can be difficult for new technicians. Remember, always be kind and patient: the client needs your help!

翻譯:

我們需要意識到的第一件事是，在信息技術（IT）領域中的工作正在在客戶服務領域中。IT領域以其自己的方式是獨特的，但它是由客戶服務驅動的。儘管通常會使用專業商務對話的標準，但技術人員還有一個獨特之處，那就是擁有“專業知識”的技術人員可能沒有更高級的專業人員具備。例如，您要修理計算機的人可能是您公司的高級經理，但他們可能不知道如何修理計算機。然後，您必須保持冷靜並在回應客戶需求時保持冷靜，同時在您的知識和程序方面保持權威。對於新技術人員而言，這可能很困難。記住，永遠要仁慈和耐心：客戶需要您的幫助！

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