Trade Technicianï¿½s Soft Skills Manual

Name: Trade Technicianï¿½s Soft Skills Manual
Availability: InStock
ISBN: 9781111313814

ISBN-10: 1111313814

ISBN-13: 9781111313814

Edition: 2012

Authors: Steve Coscia

List price: $57.95

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Description:

Learning to express yourself in a positive and professional way can be an art-form. THE TRADE TECHNICIAN'S SOFT SKILLS MANUAL, teaches these important soft skills with line drawings, photographs, and anecdotes from real case studies. This approach makes the subject area approachable while engaging the reader. The anecdotes are followed by explanations of proven service behaviors, along with proven standards, practice tips, forms, documents and checklists complete the text to teach technicians the fine art of customer service. Based on more than 30 years of studies and field research, this text teaches the skills needed for a trade technician to advance in their careers and differentiate…

Book details

List price: $57.95
Copyright year: 2012
Publisher: Delmar Cengage Learning
Publication date: 3/10/2011
Binding: Paperback
Pages: 128
Size: 5.98" wide x 9.02" long x 0.35" tall
Weight: 0.550
Language: English



Foreword


Preface


Acknowledgments



Halos and Hygiene


The Halo Effect


Hygiene and Neatness


First Impressions


Summary



The Customer Is Always Right


Different Greeting Styles


Start Your Day on a Positive Note


Smiling and Eye Contact


The Constructive Diversion


Keeping the Door Open-When the Customer Is Wrong


Summary



Customers and Congruency


What You See Isn't Always What You Get


Customer Assumptions


Active Skepticism and a Proactive Stance


Personality and Process


Complacency and Personality


Congruency and the Community


Summary



Empathy and Editorializing


The Culture Within a Company


Culture, Attitude, and an Anniversary


Why Empathy Is Important


Editorializing-Don't Criticize Your Coworkers


The Dr. Jeckle and Mr. Hyde Service Style


Editorializing-Speak Less and Get Busy


Summary



Words and Weapons


The Power of Common Courtesy


Blame Implication and the ï¿½Do It Yourselfï¿½ Customers


Words, Health, and Lifestyle


The Power of Words


Words and Voice Mail


Summary



Clutter and Clarity


Clarity, Cell Phones, and Cognitive Skills


Clutter and Clarity


Verbal Junk


Keeping Customer Requests Constructive


Personal Congruency and Clarity


Summary



Listening and Learning


Did You Hear That?


Short Attention Span


Biases and Listening


Would You Rather Be Right or Happy?


Help Me to Help You


Mutual Understanding and the Three F's


Asking Questions


The Mutual Benefit


Following Up


Be Responsible


Summary


Appendix Checklists


Communication


Listening


Organization


Cleanliness


Attitude


Forms


Company Dress Code Policy


Employee Expectation Guidelines


Technical Service Manager Guidelines


Index