PC Support & RepairChapter 10Communication Skills
Objectives•After completing this chapter, you will meet these
objectives:▫Explain the relationship between communication and
troubleshooting. ▫Describe good communication skills and professional
behavior. ▫Explain ethics and legal aspects of working with
computer technology. ▫Describe the call center environment and technician
responsibilities.
Technician
A knowledgeable technician who will always be in demand
in the job market.
Communication & Troubleshooting•Your troubleshooting skills get better over time
•Good communication= easier to solve problems▫Easier to get info from customer▫Saves time▫Makes customer happy
Communication & Troubleshooting•Customer is STRESSED!▫Establish a good rapport▫Helps customer relax
Then they can give you better info
•1st Step: Speak directly to customer
•Then, use your resources
Worksheet•10.1•Research a Resource
Professional Behavior•Determine the computer problem of the customer. •Display professional behavior with the customer. •Focus the customer on the problem during the call. •Use proper Netiquette. • Implement time and stress management techniques. •Observe Service Level Agreements (SLAs). •Follow business policies.
Determine the Problem•3 rules:▫Call customer by name
▫Use brief communication to create a one-to-one connection
▫Determine the customer's level of knowledge about the computer to know how to effectively communicate
Using the 3 Rules• Allow customer to tell whole story▫Say “I Understand”, “Yes”, “I See” (Sympathize)
Why say that during story?▫DO NOT interrupt customer
• Clarify what the customer said▫ "Let me see if I understand what you have told me…“
What does this show?• Ask follow-up questions▫Ask closed-ended questions▫DO NOT ask question they already answered
What does this do?
Behavior•Be positive▫What CAN you do, not what you can’t do
•Be prepared to use alternate ways to help▫Email or fax instructions, remote connection
•Placing on HOLD•Transferring a call
DO NOT do to a customer
Challenge•Come up with POSITIVE ways to say negative things.
On the Phone•Focus the customer on the problem▫Do not take any comments personally
▫Do not retaliate with any comments or criticism
▫If you stay calm with the customer, finding a solution to the problem will remain the focal point of the call
Customer Types
Sample Situations
Netiquette•Be professional in ALL
communications▫Begin with a nice
greeting▫Avoid “flame wars”
Review•T or F. Refer to the customer by name to establish a
good rapport.▫TRUE
•T or F. Interrupt the customer to get your questions in.▫FALSE
•What are two good characteristics to get a call center job?▫Listen well & be professional all the time
Review•Your customer is too talkative. What type of
questioning will allow you to regain control?▫CLOSED-ENDED
•T or F. Your customer is very angry. Do not let him complain about the problem or company as it will only make the situation worse.▫FALSE
• “I understand how that can be frustrating” is an example of what?▫Sympathizing with the angry customer
Time & Stress Management•Time▫Take “Down” calls first▫Call back customers at promised time (or close)▫Don’t take “favorite” customers or easy calls
•Stress▫Compose self between calls▫Take a quick walk▫Relaxed breathing▫Listen to soothing sounds
Observe SLA’s• Service contract▫Response times▫Equipment supported▫Software supported▫Cost▫Time of availability▫Service location▫Diagnostics
• Some issues may require escalation▫Needs management decisions
Ethics•Respect customers & their property▫Emails, passwords, files, private info
• Legalities▫No changes without customer permission▫Do not access their private accounts/files▫Do not install, copy, or share content▫Do use services for private use (or make available)▫Do not use company equipment for illegal activities
Tech Responsibilities•Describe level-one technician responsibilities. •Describe level-two technician responsibilities.
Level One Tech•Gather info from customer•Document on a word-order/ticket•Prioritize the problems•Takes care of simple problems▫Can escalate to Level Two
Level Two Tech•More
knowledgeable•Gets an escalated
work order
Review- 11 Questions
PC Support & RepairChapter 10Communication Skills