PowerPoint for Computer Service and Repair

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.

2. Chapter 20Customer Support, Communication, and Professionalism

3. 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.

4. 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.

5. 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.

6. Presentation Outline 1 Customer Support 2 Communication Skills 3 Professionalism

7. 1 Customer Support

8. 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).

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

10. Levels of Support

11. 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.

12. 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.

13. 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

14. 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 

15. 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

16. 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 

17. 2 Communication Skills

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

19. 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.

20. 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.

21. 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.

22. 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.

23. 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

24. 3 Professionalism

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

26. 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.

27. 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.

28. 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.

29. 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.

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

31. 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.

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