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CHAPTER 4 IT PROFESSIONALISM AND ETHICS RAYNOLD ANAK KABAI…

- - - - A knowledgeable technician who uses good communication skills will always be in demand in the jobs market.
    - - The technician has access to several communication and research tools.
        
        Personal Experience
        
        Websites
        
        Online FAQs
        
        Co-workers
        
        Manufacturer manuals
        
        Support vendors
        
        Email
      - A technician’s professionalism and good communication skills will enhance their creditability with the customer.
- - - - Know - Call your customer by name
        
        Relate - Use brief communication to create a oneto-one connection between you and your customer.
        
        Understand - Determine the customer’s level of knowledge about the computer to know how to effectively communicate with the customer.
    - - • 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 has explained the problem,clarify what the customer has said.
      - • Ask some follow-up questions, if needed.
      - • Use all of the information to complete the workorder.
      - The technician should:
  - - - • 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
    - - The following is a list of behaviors to avoid when communicating with a 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.
        
        • Avoid distractions and do not interrupt when talking with customers.
        
        •Do not take personal calls when talking with customers.
  - - - ‎
        
        Inexperienced Customer
        
        An inexperienced customer has difficulty describing the problem and may not able to follow directions correctly.
        
        Knowledgeable Customer
        
        A knowledgeable customer wants to speak with a technician that is equally experienced in computers and usually tries to control the call.
        
        Angry Customer
        
        Talks loudly, tries to speak when the technician is talking, is usually frustrated and upset that they have to call somebody to fix the problem.
        
        Rude Customer
        
        Complains during the call, makes negative comments, may be abusive and uncooperative, and may be easily aggravated.
        
        Talkative Customer
        
        A talkative customer discusses everything except the problem and uses the call to socialize
  - - - ‎
        
        General rules that apply to all online interactions with customers and co-workers:
        
        Respect other people’s time.
        
        Share expert knowledge.
        
        Respect other people’s privacy.
        
        Be forgiving of other people’s mistakes.
- - - - cont..
        
        `
        
        Response time guarantees (often based on type of call and level of service agreement)
        
        Equipment and software that is supported
        
        Where service is provided
        
        Diagnostics Preventive maintenance
        
        Part availability (equivalent parts)
        
        Cost and penalties
        
        Time of service availability (for example, 24x7 or Monday to Friday, 8 a.m. to 5 p.m. EST)
  - - - Most call centers have very specific rules on how to handle customer calls
        
        Do not take a break or go to lunch at the same time as other technicians (stagger breaks among technicians).
        
        If no other technician is available, check with the customer to see if you can call back later.
      - Maximum time on call (example: 15 minutes)
      - Maximum call time in queue (example: 3 minutes)
      - Number of calls per day (example: minimum of 30)
      - Customer Satisfaction
        
        Set and meet a reasonable timeline for the call or appointment and communicate this to the customer.
- - - - 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
- - - - The following, at a minimum, should be documented if illegal activity is discovered:
        
        `
        
        Intial reason for accessing the computer or network
        
        Time and date
        
        Peripherals that are connected to the computer
        
        All network connections
        
        Physical area where the computer is located
        
        Illegal material found
        
        Illegal activity that you have witnessed (or you suspect has occurred)
        
        Which procedures you have executed on the computer or network
- - - - Each call center has business policies regarding call priority.
  - - - `
        
        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.
        
        Receives escalated work orders from level-one technicians. Calls the customer back to ask any additional questions.
        
        May use remote access software to access the customer’s computer to diagnose the problem and possibly to resolve the issue.