Group 5 Presentation: p413-416 By: Chris P and Sam R

Topics Covered The customer decides when work is done Sometimes you must escalate a problem The job isn’t finished until the paperwork is done Working with co-workers

The Customer decides when the work is done Generally, the customer ends the call or chat session, not the technician. After you have solved the problem complete these tasks before the call ends. If you changed anything on the pc after you booted it, reboot it and make sure everything still works Allow the customer enough time to be fully satisfied that everything is working If you backed up data before working on the problem, then restore the data from backups. Review the service call with the customer, summarize the instructions and explanations you gave, and ask if the customer has any questions. Explain preventive maintenance to the customer. And later on give a follow up call to ensure the customer is still satisfied

Questions Who should be the one to end the call? What should you do if you changed anything on the PC after you booted it? Should you review the service call with the customer?

Sometimes you must escalate a problem You are not always going to solve every computer problem you encounter. You should know how to escalate properly so the problem is assigned to those higher in the support chain is one of the first things you should learn on a new job. For help desk support, escalation is most likely done in the call tracking system. When you escalate let the customer know you are passing the problem to someone else who is more experienced. Check back with the customer to make sure they are satisfied.

Questions What does it mean to Escalate? What/where is escalation most likely done in? Should you let the customer know you are passing them on to someone else?

The job isn’t finished until the paperwork is done For on-site support, a customer expects documentation about your services. The documentation includes broken down cost of individual parts, hours worked, and cost per hour. For phone support, the documentation stays in-house. Make sure your clear with your notes, and detailed enough so that you can use them later when solving similar problems.

Questions What 3 things should your documentation include? Is it a good idea to keep your notes detailed? Should you keep a copy of your notes to use later on in solving a similar problem?

Working with co-workers The key to being professional is to learn to not be personally offended when someone lets you down or does not please you. Practice good organization skills, such as clean your desk, put things away, and use a good filing system. Know your limitations and be willing to admit when you cant do something. Learn how to handle conflict at work, and never give bad news or point out a fault by email.

Questions Should you be personally offended if your let done or not pleased? Is it a good idea to deliver bad news by email? Is using a good filing system an example of a good organization skill?

Summary Generally, the customer ends the call or chat session, not the technician. After you have solved the problem complete these tasks before the call ends. You should know how to escalate properly so the problem is assigned to those higher in the support chain is one of the first things you should learn on a new job. Make sure your clear with your notes, and detailed enough so that you can use them later when solving similar problems. The key to being professional is to learn to not be personally offended when someone lets you down or does not please you.