What engineers should keep in mind when talking to customers
table of contents
Hello, I'm Kashiwamochi, and I'm wondering whether I should quit being a pseudo-engineer
It's been about a year since I started thinking about quitting my pseudo-engineer career, but I still haven't made a decision
I'm starting to feel conflicted about opening TeraTerm every day, so
I think it's time to uninstall it.
I'm Kashiwamochi, a 40-something who aspires to be a non-engineer, but I
have many opportunities to talk with customers, so I'd like to talk about what I keep in mind when I do so.
I felt that
engineers tend to want to talk about technology, I decided to write a blog about this topic.
1. Ask about your condition
First and foremost, we ask for as much information as possible about you
We take into consideration the customer's psychological state, their position, and what they need right now
We will ask you about anything you want to talk about
2. Only tell the facts
I try to avoid making predictions or speculating as much as possible
If I absolutely must share my thoughts,
Be sure to use introductory phrases such as "This is my opinion," or "This is just my guess based on the current situation."
I'm trying to keep you informed
3. Speak as slowly and calmly as possible
For example, even if you have to hurry, try to go as slowly as possible
I try to speak calmly
I try to understand the customer's psychological state by speaking in a higher voice and quickly
Basically, I try to speak as slowly and calmly as possible
4. The worse the situation, the calmer you should be in your conversation
We believe that the job of server maintenance is similar to that of a doctor
I'm sure you've all had the experience of seeing a doctor, but the doctor seemed very flustered,
If someone looks anxious, don't you think it will make you feel anxious too?
So, unless something extraordinary happens, even if the situation is not good,
We strive to keep a calm demeanor and keep a poker face, so you can feel at ease
5. When using technical terms, make sure you understand them
As is common among engineers, we tend to speak using technical jargon
However, of course, customers are not always engineers, so when using technical terms,
We always explain technical terms to our customers and strive to ensure that they use the service with a common understanding
6. Summary
Our job as system engineers basically involves working with personal computers every day
There is no doubt that this is a job where you spend an overwhelming amount of time interacting with programs and consoles
However, I would like to ask all engineers to once again stand by those who are ahead of us,
Why not try to understand your customer's feelings and position?
Of the four things we talked about today, Kashiwamochi pays the most attention to
"1. Ask about the customer's condition."
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