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 1 st 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 As for permission before Placing on HOLD Transferring a call

11. DO NOT do to a customer

12. Determine the Problem K- now - Call the customer by name. Relate - Use brief communication to create a one-to-one connection between you and your customer. Understand - Determine what the customer knows about the computer to effectively communicate with the customer. Practice active listening skills. Listen carefully and let the customer finish speaking. Never cut off customer After the customer has explained the problem, clarify what the customer has said. Ask some follow-up questions, if needed. Use all the information to complete the work order.

13. Communication and Troubleshooting A knowledgeable technician who uses good communication skills will always be in demand in the jobs market. ▫ As technical knowledge increases, so does ability to quickly determine a problem and find a solution. A technician should establish a good rapport with the customer since a relaxed customer is better able to explain the details of the problem. The technician has access to several communication and research tools. Any of these resources can be used to help gather information for the troubleshooting process.

14. Challenge Come up with POSITIVE ways to say negative things.

15. Stress and trouble shooting Focus the customer on the problem ▫ Do not take any comments personally ▫ Reducing stress help customer provide more useful information ▫ If you stay calm with the customer, finding a solution to the problem will remain the focal point of the call

16. Call center employees Posses good listening skills Display professional behavior at all times If someone complains about another technician Listen to the complaint and offer to help the customer Avoid using jargon, abbreviations, and acronyms Avoid a negative attitude or tone of voice

17. Customer Types

18. Sample Situations

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

20. 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

21. 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

22. 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

23. 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

24. Service Level Agreements (SLA) A contract defining expectations between an organization and the service vendor to provide an agreed upon level of support If they want something for free, (add to new computer to SLA) they will need to talk to an Manger.

25. Ethics (unethical or illegal? Respect customers & their property ▫ Emails, passwords, hard copies of ▫ Files on the customers desk, private info Legalities Sending chain emails – or sending anonymous e- mails ▫ 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

26. Ethics and Legal Aspects Respect the customer and their property including, their equipment and their data  E-mails  Phone lists  Records or data on the computer  Hard copies of files, information, or data left on desk Obtain customer’s permission before accessing their account. Divulging any customer information is unethical, and may be illegal. What are the copyright and trademark laws in your state or country?

27. Documents Labeled Confidential Step away from desk and ask User to close document

28. Tech Responsibilities Describe level-one technician responsibilities. Describe level-two technician responsibilities.

29. Level One help desk Technician Gather info from customer Document on a word-order/ticket Prioritize the problems Takes care of simple problems ▫ Can escalate to Level Two

30. Before you pass on to the next technician you should Customer name Ticket number your name

31. Level Two Tech More knowledgeable Gets an escalated work order May need to open Computer case Cannot be solved in 10 minutes

32. Communication and Troubleshooting A knowledgeable technician who uses good communication skills will always be in demand in the jobs market. ▫ As technical knowledge increases, so does ability to quickly determine a problem and find a solution. A technician should establish a good rapport with the customer since a relaxed customer is better able to explain the details of the problem. The technician has access to several communication and research tools. Any of these resources can be used to help gather information for the troubleshooting process.

33. Review- 11 Questions

34. Help Desk software(Remote diagnostics) Allows technician to take control of a customers computer

35. PC Support & Repair Chapter 10 Communication Skills