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IT PROFESSIONALISM AND ETHICS - Coggle Diagram
IT PROFESSIONALISM AND ETHICS
4.1.1 Communication Skill and the IT Professional
An IT professional must
be familiar with the
legal and ethical issues
that are inherent in this
industry.
Troubleshooting is as
much about
communicating with
the customer as it is
about knowing how to
fix a computer.
4.1.2 Communication Skills, Troubleshooting
and Professional Behavior
Communication Skills, 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.
A technician should establish a good rapport with
the customer since a relaxed customer is better able
to explain the details of the problem.
The technician has access to several
communication and research tools.
Communication Skills and
Professionalism
A technician’s
professionalism and good communication skills will
enhance their creditability
with the customer.
Successful technicians
control their own reactions
and emotions from one
customer call to the next.
A good rule for all technicians to follow is that a
new customer call means a
fresh start. Never carry your
frustration from one call to
the next.
4.2.1 Determine Customer Problems
First tasks of the technician is to determine the
type of computer problem that the customer is
experiencing.
Three rules at the beginning of conversation:
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.
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
When dealing with customers, it is necessary to
be professional in all aspects.
Handle customers with respect and prompt
attention. On a phone call, know how to:
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.
Do not talk to co-workers about unrelated subjects when talking with
the customer.
Avoid unnecessary holds and abrupt holds.
Do not transfer a call without explaining the purpose of the transfer and getting customer consent.
Do not use negative remarks about other technicians to 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
A talkative customer
discusses everything
except the problem
and uses the call to
socialize
Rude Customer
Complains during the call, makes negative
comments, may be abusive and uncooperative, and
may be easily aggravated.
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.
Knowledgeable Customer
A knowledgeable
customer wants to
speak with a technician
that is equally
experienced in
computers and usually
tries to control the call.
Inexperienced Customer
An inexperienced
customer has difficulty
describing the
problem and may not
able to follow
directions correctly.
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.
4.3.1 Time and Stress Management Technique
Workstation Ergonomics
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.
Time Management
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.
Stress Management
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.
4.3.2 Service Level Agreements (SLA)
When dealing with
customers, it is important to
adhere to that customer's
service level agreement
(SLA).
An SLA is a contract that
defines expectations
between an organization
and the service vendor to
provide an agreed-on level
of support.
A legal agreement that
contains the responsibilities
and liabilities of all parties
involved
4.3.3 Business Policies
Customer Call Rules
Call Center Employee Rules
Customer Satisfaction
4.4.1 Ethical and Legal Considerations
Computer Forensics is the collection and analysis of
data from computer systems, networks wireless
communications, and storage devices as part of a criminal investigation.
Illegal computer or network usage
Depending on the country, illegal computer or network usage may include:
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
Type of Data Collection
Two basic types of data are collected when
conducting computer forensics procedures:
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.
4.4.2 Cyber Law
Cyber law is a term to describe the
international, regional, country, and state laws
that affect computer security professionals.
Cyber laws explain the circumstances under
which data (evidence) can be collected from
computers, data storage devices, networks, and
wireless communications.
IT professionals should be aware of the cyber
laws in their country, region, or state.
4.4.3 Legal Procedures Overview
Documentation
Chain of Custody
4.5.1 A Call Center
A call center environment is usually
very professional and fast-paced.
It is a help desk system where
customers call in and are placed on a
callboard.
Available technicians take the
customer calls
All the computers in a call center have
help desk software. The technicians
use this software to manage many of
their job functions
4.5.2 Technicians Level
Level One Technicians Responsibility
Gather pertinent information from the customer.
The technician has to accurately enter all information into the
ticket or work order.
If the level one technician cannot solve the problem, it is
escalated to a level two technician.
Level Two Technicians Responsibility
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.