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PC Support & Repair

PC Support & Repair. Chapter 10 Communication 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.

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PC Support & Repair

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  1. PC Support & Repair Chapter 10 Communication Skills

  2. 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.

  3. Technician A knowledgeable technician who will always be in demand in the job market.

  4. 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

  5. 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

  6. Worksheet • 10.1 • Research a Resource

  7. 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.

  8. 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

  9. 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?

  10. 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

  11. DO NOT do to a customer

  12. Challenge • Come up with POSITIVE ways to say negative things.

  13. 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

  14. Customer Types

  15. Sample Situations

  16. Netiquette • Be professional in ALL communications • Begin with a nice greeting • Avoid “flame wars”

  17. 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

  18. 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

  19. 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

  20. 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

  21. 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

  22. Tech Responsibilities • Describe level-one technician responsibilities. • Describe level-two technician responsibilities.

  23. 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

  24. Level Two Tech • More knowledgeable • Gets an escalated work order

  25. Review- 11 Questions

  26. PC Support & Repair Chapter 10 Communication Skills

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