One of the most useful skills for the troubleshooter One of the most difficult skills to master A skilled communicator is incredibly marketable - Communication skills, Abbreviations and TLAs Three Letter Acronyms Avoid acronyms and slang Communicate in terms that everyone can understand - Avoid jargon, Positive tone of voice Problems can’t always be fixed Your attitude has a direct impact on the overall customer experience  - Maintain a positive attitude, But I know the answer! - Avoid interrupting, Ask pertinent questions Repeat your understanding of the problem Keep an open mind - Clarify customer statements, Offer different options Document everything Keep everyone informed Follow up afterwards - Setting expectations,

a+1102 4.7 - Communication

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