What i learned about user support from bartending

  • Authors:

  • Marie Mayer

  • Affiliations:

  • Iowa State University, Ames, IA

  • Venue:
  • SIGUCCS '01 Proceedings of the 29th annual ACM SIGUCCS conference on User services
  • Year:
  • 2001

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Abstract

User support and bartending might seem to be worlds apart, but they have many aspects in common-if one knows where to look. Each is a type of customer service and each benefits from effective communication with the audience.Drawing on bartending experience, as well as more conventional training, the author uses analogies and stories to illustrate various communication and customer service principles and tips. The following concepts are included as well as other relevant observations.Effective Communication:Basic communication principles.The power of listening.Methods that help you get your message heard.How communication skills can make your job easier, whatever your job.Customer Service: How keeping the customer in mind benefits you.Dealing with the "challenging" customer.