1. Tina Stancheva Telerik Support Leads Communicating Live with Clients over Phone or Remote Assistance Software Telerik Software Academy http://academy.telerik.com Petya Sotirova

2.  Overview  Phone Assistance  Remote Assistance  Tips for Communicating Live with Clients 2

3.  Direct contact  Over the phone  Over remote assistance software  Attitude  Gathering relevant information  Dealing with emotions  Dealing with wrong expectations 3

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5.  A service for direct communication with the support engineers  An extension to the regular support service  Mostly useful to escalate support tickets and find support resources 5

6.  Immediate  Direct contact with a Technical Support Engineer  Brings an issue to a Technical Support Engineer’s attention 6

7.  Phone rings  Greet the customer and introduce yourself  Cases:  Escalating a pending ticket  Asking a simple question  Asking a complex question 7

8.  Recap the actions you will take after the call  Follow-up through email  Process a request  Close the phone call  Execute the actions you agreed on  Follow up with the customer to ensure they are happy with the results 8

9.  Direct contact  There is no agenda  Too much background noise or bad connection  Dealing with accents  Handling wrong expectations 9

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11.  A mechanism for live troubleshooting of support issues together with the client  Gathering information about complex issues by seeing them in the environment they occur  An extension to the regular support service 11

12.  Screen sharing  Real-time discussion (no going back & forth)  Audio conferencing  Chat client available in the software  Observing the problem in the client environment  Testing or applying fixes in the client environment 12

13.  When an issue cannot be reproduced locally  The client has sent project that reproduces the issue but the behavior in the local environment is different  Proposed solutions do not resolve the issue in the client’s environment  When the communication is slow  When the issue is urgent 13

14.  Client’s team of developers  People directly involved in the project  Telerik Technical Support Engineer(s)  Telerik developer(s) 14

15.  Initiating a Remote Assistance Session  Creating an agenda  Ensuring the availability of all involved parties  Scheduling and sending an invitation 15

16.  Client indicates the need of a Remote Assistance Session -Through the ticketing system  Support engineer indicates the need of a Remote Assistance Session -Issue can not be reproduced locally -The problem resolution is taking too long 16

17.  Brainstorm and prioritize the meeting objectives (within the team)  Communicate with the client what can be discussed during the meeting  Order the items on the agenda according to urgency, relevance or order of receipt 17

18.  Dealing with different time zones  Checking remote assistance slot availability -Meeting software calendar  Send the meeting details and the agenda to all involved parties 18

19.  Meetings start at the agreed time  Introductions  Wait for everyone to join  Go over the agenda and the issue at hand  Decide who’ll start presenting  Change the presenter, if necessary 19

20.  Take keyboard and mouse control  Switch presenter  Keeping to the agenda is very important -Control time -Know what’s been covered and what remains 20

21. - Use closing statements -If everything hasn’t been covered agree on a follow-up meeting or indirect c0mmunication (e-mail, ticket) -Summarize the discussion -Agree on further actions, if applicable 21

22.  Provide follow up on the same day -Summary -Links to relevant support resources -If preparing a sample has been discussed, communicate the time needed to provide it -Log the meeting as an activity 22

23.  Direct people contact  Who’s going to be the facilitator  Client is unprepared  Client demands immediate resolution  Client wants to discuss items that are out of the agenda  Control is lost (IIS, Visual Studio, admin rights)  Slow connection 23

24.  Too much background noise  Can’t understand the client  Connection lost  People are late 24

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27.  First impression  Reframe any negative statements into solution-oriented ones  Show empathy  Show courtesy  Pay attention and show that you are listening  Treat callers as you would like to be treated 27

28.  Smile. It can alter your voice  Sit up and take a deep breath. It is relaxing and will take the tension out of your voice  Speak clearly and control your voice  Be conscious of all background noise  Pause  Eliminate fillers 28

29.  Assure the customer you can help  Do not draw a conclusion until all of the information has been presented  Be open and honest  Don’t fake understanding  It’s okay to say you don’t know the answer  Avoid placing the customer on hold 29

30.  Always remain positive about your own organization, its processes, and its people  Summarize the conversation and agree on next steps  Once the issue is resolved, be certain that the customer is satisfied with the resolution 30

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