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IT PROFESSIONALISM AND ETHICS - Coggle Diagram
IT PROFESSIONALISM AND ETHICS
4.1 Explain IT Professional
Communication Skill and The IT Professional
troubleshooting is as much about communicating with customer and know how to fix computer
learn to use good communication skills as confidently as you use a screwdriver
familiar with the legal and ethical issues that are inherent
Communication Skills, Troubleshooting and Professional Behavior
a technician professionalism and good communication skills will enhance their creditability with the customer
the technician has access to several communication and research tools
a knowledgeable technician who uses good communication skills will always be in demand in the jobs market
a good rule for all technicians to follow is that a new customer call means a fresh start and never carry your frustration to next calls.
4.2 Practice Proper Attitude While Working with Customer
Displaying Professional Behavior with Customer
Process before put a customer on hold
Process for transferring a call
To handle customers with respect and prompt attention. On a phone call, you should know how to
help the customer focus on and communication the problem
stay positive by focusing on what you can do to help
transfer a customer without losing the call
convey an interest in helping the customer
places a customer on hold.
The behaviors to avoid when communicating with a customer
do not use a negative attitude or tone of voice
do not be judgmental or insulting or call the customer names
do not minimize a customer's problem
do not use negative remarks about other technicians to the customer
Keeping the Customer Focused on the Problem
Angry Customer
Knowledgeable Customer
Inexperienced Customer
Talkative Customer
Rude Customer
Determine Customer Problems
3 rules to begin the conversation
ii. Relate - use brief communication to create a one-to-one connection between you and your customer.
iii. Understand - determine the customer's level of knowledge about the computer
i. Know - call your customer by name miss/mr.
Technician should
practice active listening skills
do not interrupt the customer
listen carefully to what the other person saying .and let them finish their thought
use all of the information to complete the work order
Proper Netiquette
4.3 Explain Employee Best Practice
Time and Stress Management Technique
Workstation Ergonomics
make sure that your desk layout works well
minimize external distractions such as noise
headset and phone in a position that easy to reach and use
adjust your chair to a comfortable height and monitor to a comfortable angle
Stress Management
do some physical activity to relieve stress
do not carry any frustrations from one call to the next.
Time Management
follow the business policy of company
keep a list of callback customers
do not give favorite customer faster or better service
do not take the call of another technician, without permission
Service Level Agreements(SLA)
a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support
Business Policies
Customer Call Rules
max call time in queue is 3 minutes
number of calls per day minimum of 30
max time on call is 15 minutes
Customer Satisfaction
communicate service expectations to the customer
follow up with the customer at a later date to verify satisfaction
give the customer proper documentation on all services provided
set and meet a reasonable timeline for the call
Call Center Employee Rules
make sure that another technician is available
do not show favoritism to certain customers
do not take a break or go to lunch if there is a call on board
do not talk negatively about the capabilities of another technician
4.4 Ethical and Legal Issues in the IT Industry
Cyber Law
It is the part of the overall legal system that deals with the internet, cyberspace, and their respective legal issues.
Explain the circumstances under which data(evidence) can be collected from computer, data storage devices and etc
Legal Procedures Overview
Documentation - any communicable material that is used to describe, explain or instruct regarding some attributes of an object, system or procedure such as parts, assembly, installation, maintenance and use
Chain of Custody - refers to the logical sequence that records the sequence of custody, control, transfer, analysis and disposition of physical or electronic evidence in legal cases. Each step in the chain is essential as if broke, the evidence may be rendered inadmissible.
Ethical and Legal Considerations
illegal computer or network usage
using a computer to sell counterfeit goods
using pirated software on a computer or network
identity theft
type of data collection
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
Computer Forensics
collection and analysis of data from computer systems, networks wireless communications, and storage devices .
4.5 Call Center Technicians Task
Technicians Level
Level one technicians responsibility
collect information from customer
technician should enter all the information accurately into the ticket or work order
Level two technicians responsibility
more knowledgeable about technology
may have been working for the company for a longer period of time.
received the escalated work order, technician calls the customer back to ask any additional questions
use remote access software to access the customer's computer to diagnose the problem and resolve the issues
when a problem cannot be resolved within a predetermined amount of time, level one technician will prepared an escalated work order
Procedures as Call Center Technicians
A Call Center
very professional and fast-paced.
help desk system where customers call in and are placed on callboard.
available technicians to take the customer calls.
A sample chart of how calls can be named, defined, and prioritized.
