powerpoint for computer service and repair
DESCRIPTION
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. - PowerPoint PPT PresentationTRANSCRIPT
PowerPoint forPowerPoint for
Computer Service and Repair
byJoAnne Keltner
Goodheart-Willcox Publisher18604 West Creek Drive
Tinley Park, IL 60477www.g-w.com
Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes only.
Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes
only.
Chapter 20Customer Support,
Communication, and Professionalism
Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes
only.
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.
Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes
only.
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.
Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes
only.
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.
Goodheart-Willcox Co., Inc. Permission granted to reproduce for educational purposes
only.
Presentation Outline
Customer Support
Communication Skills
1
2
3 Professionalism
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only.
Customer Support1
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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).
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Customer Support Models
Some models of customer support are the following: Help desk. Call center. Small business service counter. Depot technician. Corporate enterprise support.
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Levels of Support
Support Level Description
Level one Help desk, Web site, or call center.
Level two Supervisor over the level-one response team.
Level three Supervisor (level two) working with third-party support from a larger company.
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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.
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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.
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Review
You call an Internet service provider because your client cannot connect to the Internet. To which level of support will you be connected?
A. Level oneB. Level twoC. Level three
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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?
A. Level oneB. Level twoC. Level three
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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?
A. Level oneB. Level twoC. Level three
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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?
A. Level oneB. Level twoC. Level three
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Communication Skills2
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Communication Skills
Verbal communication. Body language. Attitude. Listening skills. Telephone skills. Writing skills. E-mail.
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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.
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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.
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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.
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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.
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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
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Professionalism3
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Professionalism
Professionalism is a businesslike characteristic reflected in a person and work environment.
Displayed through dress and attitude.
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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.
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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.
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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.
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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.
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Review
Dressing in casual business attire for your job is an example of _____.
professionalism
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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.
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Review
Teaching a coworker how to set up a firewall is an example of _____.
teamwork