Be friendly. Don't be chatty. Focus on how the customer might interpret your words and on the customer's needs or mood.

Do not put the customer on hold without their permission. Always say, "may I put you on hold for a moment?" and wait for confirmation. When you pick up again always apologize for making the customer wait.

Remove the ego. It's not about you. It's about the customer's needs. Even if you feel defensive, the customer doesn't need to know. This does not mean that the customer is entitled to be abusive. If that happens:

Keep your cool. Do not raise your voice with the customer. If escalation becomes inevitable, tell the customer you will check with someone higher up in the chain and get back to them and try to get them to end the conversation by repeating that you will need to check with someone and get back to them but you will do your best to resolve the situation to their satisfaction

Manage expectations. Underpromise. Over-deliver. Do not make promises unless you're sure you can keep them. It's okay to say &"no" (nicely). Do not violate GGIT policies even if the customer begs or wheedles. The only exception to this policy should occur if we are fixing a mistake that we made.

Communicate clearly. Leave nothing in doubt in customer's mind. Be very specific in your written and verbal communication. This does not mean giving the customer info s/he doesn't need, such as why a tech is not available or personal information.

If you verbally tell the customer something important, reiterate it via written communication as soon as you get off the phone so there is a record that the information was passed on. Ideally, do this by sending an external ticket note via Autotask.

We are responsible for troubleshooting, not the customer. They either take our advice or they don't, but we need to control the situation, not go against our better judgment to appease them. We are the experts.