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Chapter 4 IT PROFESSIONALISM AND ETHICS - Coggle Diagram
Chapter 4 IT PROFESSIONALISM AND ETHICS
4.1 Explain IT Professional. An IT professional must be familiar with the legal and ethical issues that are inherent in this industry.
4.1.2 Communication Skills and Troubleshooting
A knowledgeable technician who uses good communication skills will always be in demand in the jobs market. As technical knowledge increases, so does ability to quickly determine a problem and find a solution.
4.1.2 Communication Skills and Professionalism
A technician’s professionalism and good communication skills will enhance their creditability with the customer.
4.2 Practice Proper Attitude While Working with Customer
4.2.1 Determine Customer Problems
Determine the type of computer problem that the customer is experiencing.
Three rules at the beginning of conversation:
Relate - Use brief communication to create a one-to-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.
Know - Call your customer by name.
The technician should:
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 work order
4.2.2 Displaying Professional Behavior with customer
Handle customers with respect and prompt attention
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.
4.2.3 Keeping the Customer Focused on the problem
Recognizing these traits will help them to manage the call accordingly.
Talkative Customer
Rude Customer
Angry Customer
Knowledgeable Customer
Inexperienced Customer
4.2.4 Proper Netiquette
For email and text communications, there is a set of personal and business etiquette rules called Netiquette.
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.
4.3 Explain Employee Best Practice
4.3.1 Time and Stress Management Technique
Stress Management
Time Management
Workstation Ergonomics
4.3.2 Service Level Agreements (SLA)
An SLA is a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support
4.3.3 Business Policies
Customer Call Rules
Call Center Employee Rules
Customer Satisfaction
4.5 Call Center Technicians Task
4.5.1 A Call Center
A call center environment is usually very professional and fast-paced.
help desk system where customers call in and are placed on a callboard.
Each call center has business policies regarding call priority
4.5.2 Technicians Level
Level One Technicians Responsibility
Level Two Technicians Responsibility
4.5.3 Procedures as Call Center Technicians
