logging in or signing up provide advice to clients ihall2057 Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 108 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: February 14, 2011 This Presentation is Public Favorites: 0 Presentation Description This unit defines the competency required to provide advice and support to clients including the communication of comprehensive technical information. This unit is for TAA Bridging 8 modules Comments Posting comment... Premium member Presentation Transcript Provide advice to clients: Provide advice to clients How to provide advice to clients on hardware, network or software facilities 2/14/2011Introduction: Introduction Skills and knowledge you need before you begin 2/14/2011Essential knowledge: Essential knowledge Basic system technical knowledge Knowledge of other reported problems Knowledge of how the organisation delivers support 2/14/2011Essential skills: Essential skills Customer service skills Listening skills Communication skills Problem-solving skills 2/14/2011Analyse support issues: Analyse support issues Element 1 2/14/2011Check new problems: Check new problems Requests should be authorised Special software commonly used Special software helps identify new problems 2/14/2011Check previous problems: Check previous problems Gives you a better understanding of the problem You can learn from previous support incidents Similar problems can indicate a common cause 2/14/2011Investigation methods: Investigation methods On-site examination Talk to users and colleagues Vendor web sites or direct contact with vendor Review existing technical specifications or advice 2/14/2011Talking to users and colleagues : Talking to users and colleagues Mix open and closed questions Use active listening techniques Take notes Paraphrase (i.e. repeat what has been said in your own words) Repeat what the client has said Ask questions 2/14/2011Refer back to client: Refer back to client Explain the results of the investigation Get feedback about the results Make changes guided by the feedback 2/14/2011Obtaining useful feedback: Obtaining useful feedback Allow enough time Allow enough opportunity Encourage written feedback 2/14/2011Sum up the first stage: Sum up the first stage Document the problem Investigate possible causes Share conclusions with the client Use information from the client to confirm Come to an agreed conclusion with the client 2/14/2011Provide advice on hardware, software and network: Provide advice on hardware, software and network Element 2 2/14/2011Confirming requirements: Confirming requirements Conduct in a formal method Exact procedure varies Common features of different procedures Discussion with client first Requirements in writing Approval in writing 2/14/2011Solutions: Solutions May be one solution or a mix of solutions Should be cost effective Should meet the problem’s need 2/14/2011How to document a solution: How to document a solution Describe the problem Describe solutions considered Explain why the recommended solution is best 2/14/2011Identifying further needs: Identifying further needs May need to provide advice for training Advice includes Upgrade or reconfigure hardware Upgrade or reconfigure network Upgrade or reconfigure software Training includes Manuals or setting up online links One-on-one training sessions Identify training needs 2/14/2011Documenting further needs: Documenting further needs Describe the type of additional support needed The number needing support Cost of support 2/14/2011One-on-one support sessions: One-on-one support sessions Agree on a time with the client Estimate the time needed and don’t go over Have notes and information for the client Leave help documentation with the client 2/14/2011Sum up the second stage: Sum up the second stage Confirm need with client Investigate and document a solution Check if any further needs are apparent Implement the solution Each step needs to be confirmed with the client before moving on 2/14/2011Obtain client feedback: Obtain client feedback Element 3 2/14/2011Feedback definition: Feedback definition A process of collecting information that will allow the business to make the adjustments needed 2/14/2011The need for feedback: The need for feedback Find out if problems are solved Find out if clients are satisfied Most important – improve performance 2/14/2011The feedback form: The feedback form A standard form that clients fill in Clients receive and complete a form each time a service is completed 2/14/2011The feedback form features: The feedback form features A short statement Client can agree or disagree with statement Number indicating strength of agreement or disagreement Part of a feedback form 2/14/2011Designing feedback forms: Designing feedback forms Keep questions short Keep the form and the questions simple Use the feedback 2/14/2011Other ways to collect feedback: Other ways to collect feedback Regular surveys – used to compare performance over time One-off surveys – used when an important change has been made Change may be to the system, or to how client service is delivered 2/14/2011Distributing feedback forms: Distributing feedback forms Possibilities include Email Web Mail Phone or face-to-face All have different advantages and disadvantages 2/14/2011Using feedback: Using feedback Assess and improve group performance Assess and improve individual performance For maximum impact, put information from a number of forms together 2/14/2011 Sum up the third stage: Sum up the third stage Feedback is essential to improve performance Feedback forms are the most common way of gathering feedback Feedback forms are distributed and filled in each time client service is completed 2/14/2011 You do not have the permission to view this presentation. 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provide advice to clients ihall2057 Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: (To copy code, click on the text box) Embed: URL: Thumbnail: WordPress Embed Customize Embed The presentation is successfully added In Your Favorites. Views: 108 Category: Education License: All Rights Reserved Like it (0) Dislike it (0) Added: February 14, 2011 This Presentation is Public Favorites: 0 Presentation Description This unit defines the competency required to provide advice and support to clients including the communication of comprehensive technical information. This unit is for TAA Bridging 8 modules Comments Posting comment... Premium member Presentation Transcript Provide advice to clients: Provide advice to clients How to provide advice to clients on hardware, network or software facilities 2/14/2011Introduction: Introduction Skills and knowledge you need before you begin 2/14/2011Essential knowledge: Essential knowledge Basic system technical knowledge Knowledge of other reported problems Knowledge of how the organisation delivers support 2/14/2011Essential skills: Essential skills Customer service skills Listening skills Communication skills Problem-solving skills 2/14/2011Analyse support issues: Analyse support issues Element 1 2/14/2011Check new problems: Check new problems Requests should be authorised Special software commonly used Special software helps identify new problems 2/14/2011Check previous problems: Check previous problems Gives you a better understanding of the problem You can learn from previous support incidents Similar problems can indicate a common cause 2/14/2011Investigation methods: Investigation methods On-site examination Talk to users and colleagues Vendor web sites or direct contact with vendor Review existing technical specifications or advice 2/14/2011Talking to users and colleagues : Talking to users and colleagues Mix open and closed questions Use active listening techniques Take notes Paraphrase (i.e. repeat what has been said in your own words) Repeat what the client has said Ask questions 2/14/2011Refer back to client: Refer back to client Explain the results of the investigation Get feedback about the results Make changes guided by the feedback 2/14/2011Obtaining useful feedback: Obtaining useful feedback Allow enough time Allow enough opportunity Encourage written feedback 2/14/2011Sum up the first stage: Sum up the first stage Document the problem Investigate possible causes Share conclusions with the client Use information from the client to confirm Come to an agreed conclusion with the client 2/14/2011Provide advice on hardware, software and network: Provide advice on hardware, software and network Element 2 2/14/2011Confirming requirements: Confirming requirements Conduct in a formal method Exact procedure varies Common features of different procedures Discussion with client first Requirements in writing Approval in writing 2/14/2011Solutions: Solutions May be one solution or a mix of solutions Should be cost effective Should meet the problem’s need 2/14/2011How to document a solution: How to document a solution Describe the problem Describe solutions considered Explain why the recommended solution is best 2/14/2011Identifying further needs: Identifying further needs May need to provide advice for training Advice includes Upgrade or reconfigure hardware Upgrade or reconfigure network Upgrade or reconfigure software Training includes Manuals or setting up online links One-on-one training sessions Identify training needs 2/14/2011Documenting further needs: Documenting further needs Describe the type of additional support needed The number needing support Cost of support 2/14/2011One-on-one support sessions: One-on-one support sessions Agree on a time with the client Estimate the time needed and don’t go over Have notes and information for the client Leave help documentation with the client 2/14/2011Sum up the second stage: Sum up the second stage Confirm need with client Investigate and document a solution Check if any further needs are apparent Implement the solution Each step needs to be confirmed with the client before moving on 2/14/2011Obtain client feedback: Obtain client feedback Element 3 2/14/2011Feedback definition: Feedback definition A process of collecting information that will allow the business to make the adjustments needed 2/14/2011The need for feedback: The need for feedback Find out if problems are solved Find out if clients are satisfied Most important – improve performance 2/14/2011The feedback form: The feedback form A standard form that clients fill in Clients receive and complete a form each time a service is completed 2/14/2011The feedback form features: The feedback form features A short statement Client can agree or disagree with statement Number indicating strength of agreement or disagreement Part of a feedback form 2/14/2011Designing feedback forms: Designing feedback forms Keep questions short Keep the form and the questions simple Use the feedback 2/14/2011Other ways to collect feedback: Other ways to collect feedback Regular surveys – used to compare performance over time One-off surveys – used when an important change has been made Change may be to the system, or to how client service is delivered 2/14/2011Distributing feedback forms: Distributing feedback forms Possibilities include Email Web Mail Phone or face-to-face All have different advantages and disadvantages 2/14/2011Using feedback: Using feedback Assess and improve group performance Assess and improve individual performance For maximum impact, put information from a number of forms together 2/14/2011 Sum up the third stage: Sum up the third stage Feedback is essential to improve performance Feedback forms are the most common way of gathering feedback Feedback forms are distributed and filled in each time client service is completed 2/14/2011