PowerPoint for Computer Service and Repair by JoAnne Keltner Goodheart-Willcox Publisher 18604 West Creek Drive Tinley Park, IL 60477 Goodheart-Willcox

PowerPoint forPowerPoint 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.

Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes

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Chapter 20Customer Support,

Communication, and Professionalism


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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.


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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.


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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.


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Presentation Outline

Customer Support

Communication Skills

11

22

33 Professionalism


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Customer Support11


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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).


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Customer Support Models

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


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Levels of Support

Support Level Description

Level one Help desk, Web site, or call center.

Level two Supervisor over the level-one response team.

Level three Supervisor (level two) working with third-party support from a larger company.


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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.


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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.


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Review

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

A. Level one

B. Level two

C. Level three


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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?

A. Level one

B. Level two

C. Level three


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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?

A. Level one

B. Level two

C. Level three


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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?

A. Level one

B. Level two

C. Level three


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Communication Skills22


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Communication Skills

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


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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.


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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.


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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.


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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.


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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


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Professionalism33


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Professionalism

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

Displayed through dress and attitude.


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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.


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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.


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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.


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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.


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Review

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

professionalism


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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.


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Review

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

teamwork

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PowerPoint for Computer Service and Repair by JoAnne Keltner Goodheart-Willcox Publisher 18604 West Creek Drive Tinley Park, IL 60477 Goodheart-Willcox