Customer Support, Communication, and Pro

Slide 1: 

PowerPoint for Computer Service and Repair by JoAnne Keltner Goodheart-Willcox Publisher 18604 West Creek Drive Tinley Park, IL 60477 www.g-w.com Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes only.

Chapter 20Customer Support, Communication, and Professionalism : 

Chapter 20Customer Support, Communication, and Professionalism

Importance to the PC Technician : 

Importance to the PC Technician Even if you are the most skilled technician, you will most likely lose your job or never be raised to a higher position if you cannot deal with customers and coworkers in a professional manner.

Objectives : 

Objectives Explain the difference between a help desk and a call center. Describe the three levels of technical support. Identify desirable communications skills. Explain how body language influences customer and client perceptions.

Objectives : 

Objectives Identify the traits that exhibit a professional image. Identify strategies for dealing with difficult customers and clients. Explain the importance of performing a follow-up in customer relations.

Presentation Outline : 

Presentation Outline Customer Support Communication Skills 1 2 3 Professionalism

Customer Support : 

Customer Support 1

Customer Support : 

Customer Support Customer support is the delivery of customer assistance, customer training, and customer services. The exact customer support model a company may adopt depends on three factors: The number of people requiring support. The product being supported. The customer location (local or global).

Customer Support Models : 

Customer Support Models Some models of customer support are the following: Help desk. Call center. Small business service counter. Depot technician. Corporate enterprise support.

Help Desk : 

Help Desk A help desk is a central point of contact that provides technical support to clients. Point of contact is typically by phone or e-mail. First level of support used to resolve common computer hardware and software problems.

Call Center : 

Call Center A call center is a large collection of support people located in a common facility. Can provide support for more than one company. If call center cannot solve the problem, the support request is forwarded to the next level of repair technician.

Small Business Service Counter : 

Small Business Service Counter An example is a small business that sells and services computers. Computer technician may need to tend to sales and support. The technician may even be dispatched to the customer site.

Depot Technician : 

Depot Technician A depot technician has limited contact with customers. This person typically performs repair work on warranty items or equipment that cannot be repaired by the first level of support.

Corporate Enterprise Support : 

Corporate Enterprise Support Support within a company consisting of many IT personnel working as a team. Examples of personnel may be help desk technician, technician, and network administrator.

Levels of Support : 

Levels of Support

Outsourcing : 

Outsourcing Customer support is often outsourced to a company that specializes in technical support. The outsource company can reside inside the United States or overseas. Typically used for level-one support.

Frequently Asked Questions (FAQs) : 

Frequently Asked Questions (FAQs) A list of the most frequently asked questions and their answers posted on a support Web site. Can reduce the number of calls for live support. Valuable if a company does not have a technical staff available 24/7.

Various FAQ Web Sites : 

Various FAQ Web Sites Dell Security Software FAQ. Microsoft Firewall FAQ. CompTIA FAQs and Customer Support.

Review : 

Review You call an Internet service provider because your client cannot connect to the Internet. To which level of support will you be connected? Level one Level two Level three 

Review : 

Review After checking connections and configurations, the support technician of your client’s ISP passes your call to a technician who will run a check on the line and will ask more detailed questions. To which level of support will you be connected? Level one Level two Level three 

Review : 

Review You are troubleshooting a laptop computer and need to contact technical support. Since there is no phone nearby, you decide to use the online chat service. To which level of support will you be connected? Level one Level two Level three 

Review : 

Review You are troubleshooting errors in a specialized software program. Your client gives you the number to their paid support service. You speak briefly to a tech support person and then are transferred to a program engineer. To which level of support will you be connected? Level one Level two Level three 

Communication Skills : 

Communication Skills 2

Communication Skills : 

Communication Skills Verbal communication. Body language. Attitude. Listening skills. Telephone skills. Writing skills. E-mail.

Verbal Communication : 

Verbal Communication Always speak clearly and concisely. Never use computer and network jargon and acronyms. Always begin your conversation with a warm greeting. Use positive words to establish a “Can do!” attitude.

Body Language : 

Body Language Smile. Maintain eye contact with the customer while listening. Face the customer squarely. Never look away from the customer or stare off at a distant point while conversing. Do not fold your arms across your chest or take a defensive posture.

Attitude : 

Attitude Always maintain a positive attitude when working with people. Show the customer their problem is your main concern. Avoid distractions.

Listening Skills : 

Listening Skills Always maintain eye contact while listening. Avoid distractions while listening. Never eat or drink while talking with a customer. Always allow the customer or client to complete his or her sentence. Restate the problem to the customer or client.

Telephone Skills : 

Telephone Skills Never engage in other activities while talking to the customer or client. Always avoid talking on a speakerphone. Smile while on the phone. Do not use acronyms, jargon, or sophisticated technical terminology.

Writing Skills : 

Writing Skills Always use appropriate grammar and correct spelling. Avoid long, run-on sentences. Always be polite in your correspondence, and never use sarcasm.

E-Mail : 

E-Mail Check your e-mail regularly. Keep your e-mail brief. Do not use emoticons. Limit the size of file attachments. Never use all capital letters in an e-mail to emphasize a word or phrase. Never send sensitive or inappropriate information in the e-mail. Do not send personal greetings, jokes, or other materials that are not suitable for the work environment.

Emoticons : 

Emoticons Emoticons are cartoon face characters made from keyboard symbols to express emotions.

E-Mail Acronyms : 

E-Mail Acronyms

E-Mail Auto Responder : 

E-Mail Auto Responder Using an e-mail auto responder is a good way to show a customer you care about them and their problem. Gives the illusion that someone has just read the e-mail sent by the customer or client and that person will be answering soon. Can be used to notify customers that you are out of the office.

Outlook “Out of Office Assistant” : 

Outlook “Out of Office Assistant”

Review : 

Review List four key points to keep in mind when communicating verbally. Always speak clearly and concisely. Never use computer and network jargon and acronyms. Always begin your conversation with a warm greeting. Use positive words to establish a “Can do!” attitude.

Review : 

Review List five key points to keep in mind to convey proper body language. Smile. Maintain eye contact with the customer while listening. Face the customer squarely. Never look away from the customer or stare off at a distant point while conversing. Do not fold your arms across your chest or take a defensive posture.

Review : 

Review List four key points to keep in mind when communicating over the telephone. Never engage in other activities while talking to the customer or client. Always avoid talking on a speakerphone. Smile while on the phone. Do not use acronyms, jargon, or sophisticated technical terminology.

Review : 

Review List at least four key points to keep in mind when communicating through e-mail. (Any four of the following.) Check your e-mail regularly. Keep your e-mail brief. Do not use emoticons. Limit the size of file attachments. Never use all capital letters in an e-mail. Never send sensitive or inappropriate information in the e-mail. Do not send personal greetings, jokes, or other materials that are not suitable for the work environment.

Review : 

Review A(n) _____ gives the illusion that someone has just read the e-mail sent by the customer or client and that person will be answering soon. auto responder

Professionalism : 

Professionalism 3

Professionalism : 

Professionalism Professionalism is a businesslike characteristic reflected in a person and work environment. Displayed through dress and attitude.

Developing a Professional Image : 

Developing a Professional Image Dress professionally. Maintain neat and clean hair. Speak to customers in a professional manner. Do not eat, drink, or smoke while dealing with a customer.

Work Environment : 

Work Environment Keep your location and workstation clean and well organized. Never keep food containers, cups, and general trash on counters or work areas. Do not let friends “hang out” around the store or workplace. Do not display inappropriate posters, pictures, or signs.

Handling Difficult Situations : 

Handling Difficult Situations Do not take complaints personally. Never react defensively to a difficult customer or client. Listen to the customer or client with empathy. Let the customer or client vent. Find out what will make the customer or client happy. If a customer or client asks you to do something illegal or unethical, do not do it.

Teamwork : 

Teamwork Teamwork is an essential component of a successful business. Always be willing to share your knowledge with other team members. Always be willing to do more than just what you have been assigned.

Review : 

Review Dressing in casual business attire for your job is an example of _____. professionalism

Review : 

Review List four key points to keep in mind when dealing with a difficult situation. (Any four of the following.) Do not take complaints personally. Never react defensively to a difficult customer or client. Listen to the customer or client with empathy. Let the customer or client vent. Find out what will make the customer or client happy. If a customer or client asks you to do something illegal or unethical, do not do it.

Review : 

Review Teaching a coworker how to set up a firewall is an example of _____. teamwork

Glossary : 

Glossary

Call Center : 

Call Center A large collection of support people located in a common facility equipped with telephones and computer network support. A call center can provide support for more than one company or product.

Customer Support : 

Customer Support The delivery of customer assistance, customer training, and customer services.

Depot Technician : 

Depot Technician A technician that performs repair work, usually covered by warranty, and has very limited customer contact or no customer contact at all.

Emoticons : 

Emoticons Cartoon face characters made from keyboard symbols to express emotions in e-mails, letters, and text messaging.

Help Desk : 

Help Desk A central point of contact that provides technical support to clients. The clients may be company employees or customers.

Live Support : 

Live Support Support in which a customer or client talks directly to support personnel rather than using e-mail or FAQs.

Professionalism : 

Professionalism A businesslike characteristic reflected in a person and work environment.

Teamwork : 

Teamwork Two or more people working toward a common goal.

Discussion Question : 

Discussion Question Identify the body language conveyed by the technician in the picture. Client Technician

Discussion Question : 

Discussion Question Identify examples of professional and unprofessional image that the technician in the picture is conveying. Technician Client

Discussion Question : 

Discussion Question A customer brings his laptop in for repair. The hard disk drive has crashed and must be replaced. The customer does not have a restoration disk or operating system (OS). You tell the customer that he must purchase a new OS. He is upset that he must purchase a new OS and says that he will borrow an OS disk from a friend. What should you tell the customer?