Focus on the Task

Focus on the Task


It’s important to keep the focus on why the work order was created in the first place. While listening to the customer is important, don’t let them redirect the focus to how much their monthly bill is, something they were promised by the sales rep who sold the package to them, etc.

The key is to try and not let the customer bring up past experiences that didn’t go well for them influence their impression of you and your performance for this specific job. With that in mind, the following should help you do just that.

  • Keep conversations and comments focused on why you are there. If things start getting emotional and anger begins to surface, get back to the primary reason the customer requested/called in the first place.
  • Keep it business-like and professional. You’re not their to make new friends. Be friendly, respectful, and polite but you are the technician and they are the customer. You have a job to do and that is the only reason you are there.
  • It’s not personal. Don’t take angry comments from customers as personal attacks. Just because they lose control and throw a fit doesn’t mean you should fight fire with fire. When you stay calm, you can respond in a logical, dignified way and maintain control of the situation, moving it back to the task at hand.
  • If you feel the customer has “pushed your button”, pause before you respond. If need be, separate yourself momentarily by checking on something outside, in your vehicle, or elsewhere if you need to put some distance between yourself and the customer.
  • Keep it simple. Don’t get into technical conversations with customers.

This stage in the process addresses the core question primarily regarding professionalism. This issue may not be relevant for all jobs and in many instances may not surface. But if it does, how you handle it will be important when the customer takes the CSAT survey.