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Customer Service Skills for Technicians presents the customer service skills, behaviors, and attitudes necessary to be a highly successful technician in the trades. Technicians from all trades can learn the customer service skills needed to communicate effectively with both external and internal customers while troubleshooting technical problems. Self-assessment checklists enable technicians to evaluate their customer service skills and develop strategies to meet or exceed customer expectations. Customer service worksheets provide opportunities for technicians to apply key customer service concepts. Case studies highlight how technicians can use effective customer service skills in real-world scenarios. CONTENTS The Value of Customer Service • Customer Service Skills • Technical Customer Service • Earning Customer Respect Communication Skills for Technicians • Types of Communication • Technical Reading and Writing • Communication Techniques • Social Communication Leadership Skills for Technicians • Time Management • Technical Problem Solving • Teamwork • Technical Sales Challenges Facing Technicians • Working in a Culturally Diverse Society • Working with Dissatisfied Customers • Working with Difficult Coworkers • Preventing and Managing Stress