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.
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
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
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
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