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Topics 4.1 - 4.5, NUR SUHAILA WIDANI BINTI ELLY (05DDT20F1051) - Coggle…

- - - - Know
      - Relate
      - Understand
    - - Practice active listening skills.
      - Do not interrupt the customer.
      - Listen carefully to what the other person is saying and let them finish their thought.
      - After the customer explain the problem, clarify what the customer said.
      - Ask some follow-up questions, if needed.
      - Use all of the information to complete the work order.
  - - - Place a customer on hold.
      - Transfer a customer without losing the call.
      - Help the customer focus on and communicate the problem.
      - Stay positive by focusing on what you can do to help
      - Convey an interest in helping the customer.
    - - Do not minimize a customer’s problems.
      - Do not use jargon, abbreviations, acronyms, and slang.
      - Do not use a negative attitude or tone of voice.
      - Do not argue with customers or becoming defensive.
      - Do not say culturally insensitive remarks
      - Do not be judgmental or insulting or call the customer names
  - - - A talkative customer discuss everything except the problem and uses the call to socialize.
    - - Complains during the call and makes negative comments.
    - - Talks loudly, tries to speak when the technician is talking, is usually frustrated and upset.
      - Knowledgeable Customer
        
        A customer that wants to speak with a technician that is equally experienced in computers and usually tries to control the call.
        
        Inexperienced Customer
        
        A customer that has difficulty describing the problem and may not able to follow directions correctly.
  - - - Respect other people’s time.
      - Share expert knowledge.
      - Respect other people’s privacy
      - Be forgiving of other people’s mistakes.
- - - - Make sure that your desk layout works well
      - Have your headset and phone in a position
        that is easy to reach and easy to use.
      - Adjust your chair to a comfortable height.
      - Adjust your monitor to a
        comfortable angle.
      - Place your keyboard and
        mouse in a comfortable position.
      - Minimize external distractions
        such as noise.
    - - Follow the business
        policy of company
      - Keep a list of callback
        customers.
      - Do not give favorite customers faster or better service.
      - When reviewing the
        call boards, do not take only the easy customer calls.
      - Do not take the call of another technician, without permission
    - - Do not carry any frustrations from one call to the next.
      - Do some physical
        activity to relieve
        stress.
      - Stand up and take
        a short walk
      - Do a few simple stretch movements or squeeze a
        tension ball.
      - Take a break and
        try to relax
  - - - Equipment and software that is supported
      - Diagnostics
      - Part availability (equivalent parts)
      - Cost and penalties
  - - - Maximum time on call (example: 15 minutes)
      - Maximum call time in queue (example: 3 minutes)
      - Number of calls per day (example: minimum of 30)
      - Passing calls on to other technicians (example: only when absolutely necessary and not without that technician’s
        permission)
      - What you can and cannot promise to the customer (see that customer’s SLA for details)
      - When to follow the SLA and when to escalate to
        management
    - - Do not exceed the allowed number and length of breaks.
      - Do not take a break or go to lunch if there is a call on the board.
      - Make sure that another technician is available if you have to leave
      - Customer Satisfaction
        
        Set and meet a reasonable timeline for the call or
        appointment and communicate this to the customer
        
        Communicate service expectations to the customer as
        early as possible.
        
        Communicate the repair status with the customer,
        including explanations for any delays.
        
        Offer different repair or replacement options to the
        customer, if applicable.
        
        Give the customer proper documentation on all services
        provided.
        
        Follow up with the customer at a later date to verify
        satisfaction.
- - - - Usually more knowledgeable about
        technology.
      - May have been working for the company for a longer period of time.
      - When a problem cannot be resolved
        within a predetermined amount of time, the level one technician prepares an escalated work order.
- - - - Identity theft
      - Using a computer to sell counterfeit goods
      - Using pirated software on a computer or network
      - Using a computer or network to create unauthorized copies of copyrighted materials, such as movies, television programs, music, and video games
      - Using a computer or network to sell unauthorized copies of copyrighted materials
      - Pornography
    - - Persistent data - Stored on local drive, when computer
        turned off this data is preserved
      - Volatile data - Stored in Ram and cache, disappears
        when computer is turned off.
    - - A term to describe the
        international, regional, country, and state laws
        that affect computer security p
      - explain the circumstances under
        which data (evidence) can be collected from
        computers
      - IT professionals should be aware of the cyber
        laws in their country, region, or state.
      - Documentation
        
        required by a system
        administrator and a computer forensics expert is extremely detailed.
      - Chain of Custody
        
        For evidence to be admitted, it must be
        authenticated.