Safety & Professionalism Professional Communication, Part 1 Be on time Active Listening—avoid interrupting the customer Clarify Customer Statements Maintain Positive Attitude/Project Confidence Use proper language and avoid jargon, acronyms and slang. Set and meet expectations/timeline and communicate status with customer (managing expectations!!) Professional Communication, Part 2 Be culturally sensitive Use appropriate professional titles/greetings Avoid distractions when working with the customer (no phones, etc) Avoid being judgmental Avoid dismissing customer problems Deal appropriately with customers’ confidential & private materials Don’t argue with the customer or be defensive (or offensive, for that matter!) Follow up with the customer to verify satisfaction Provide proper documentation on services provided Offer different repair/replacement options Tools…