**This information is adapted from Quint Studer. If you want more info on the full program get a hold of his group.

AIDET stands for (Acknowledge, Introduce, Duration, Explanation and Thank you)

Remember to ACTIVELY LISTEN when interacting with customers. This is true especially the 1st time you interact, and when the situation may be perceived as sensitive/stressful.

A- Acknowledge

Acknowledge the customer as a person with your words and actions- Tailor your actions to the person and the situation

• Smile – Anytime someone is within ten feet, the staff member should make eye contact and warmly smile to acknowledge the person
• Address the person by name; or get their name if you don’t know it
• Demonstrate Respect-
  • Is this a good time? (unless the problem requires immediate attention)
  • Ask permission to enter a room / use computer
  • Keep information private (avoid unnecessary exposure to confidential info- only get it if you need it to perform the job)
  • Maintain Personal Privacy and personal space

I- Introduce

Introduce and promote yourself, co-workers, and departments- Tailor your actions to the person and the situation

Share your

• Name, Job title
• Certification, licensure – example: I have an MS cert when dealing with a vendor; of I have completed an FBI Background check so I (we) can be trusted with the information.
• Years of experience, special training/skills
• Services we provide (you demonstrating you are part of the org / service group)

D- Duration

Duration: Give your customer a time expectation- How long will this take? (your best guess). Tailor your actions to the person and the situation

• “The fix will take no more than 15 minutes.”
• “We will be able to give you your computer back in one hour”
• “I anticipate this will take 20min to 1 hour, if I can’t fix it I will get a loaner and then get back to you when the computer is fixed”

E- Explanation

Provide information on what has or will happen- Again, tailor your actions to the person and the situation

• Brief explanation of what you will be doing and why
• Likely Expected Outcome
• If needed share Problem Diagnosis and Resolution information
• Technology review (relative to the problem/service request)

T- Thank you

Attitude of gratitude- The person HELPED YOU SOLVE THE PROBLEM, even if they just got out of the way. Tailor your actions to the person you are interacting with and the situation

• Thank the person for their time ie for assisting with troubleshooting, for access, participating in group attendance, etc.
• Share appreciation of being provided the opportunity to serve the individual
• Gratitude for sharing concerns and problem details
• “Thank you for your time”
• “Thank you for your patience”

POSITIVE CLOSING & OTHER GUIDANCE

1. “If you have any other problems please call x1234”
2. “Can I do anything else for you?”

If the situation does not go as expected acknowledge it and give a brief explanation of next steps and speak positively of those who you call for assistance.