Please enable JavaScript.

Coggle requires JavaScript to display documents.

Group 3 - Coggle Diagram

- - - - Relate
        
        Use a brief communication to
        create one-to-one communication with customer.
      - Understand
        
        Determine the customer's level of knowledge
        about the computer to know how to effectively
        to communicate with the customer.
      - Know
        
        Call customer by their name
    - - Practice active listening skills
      - Should not interrupt customer
      - Listen carefully to what the other person is saying,
        and let them finish their thoughts
      - Clarify what the customer has said
        after they explained their problem
      - Ask some followed up questions if needed
      - Use all the information to complete the work order
      - It is important to be professional in all aspects.
      - Handle customers with respect and prompt attention
        
        Especially when on phone call
        
        Transfer a customer without losing the call
        
        Help the customer to focus on
        and communicate the problem
        
        Stay positive by focusing on what you can do to help
        
        Convey an interest in helping the customer
        
        Place a customer on hold
    - - Minimizing the customers problem
      - Use a negative attitude, tone or voice
      - Argue with customer or become defensive
      - Say culturally insensitve remarks
      - Keep distract or interrupt when
        talking with customers
      - Transferring a call without explaining the purpose of
        the transfer and getting customer consent
      - Use jargon, abbreviation, acronyms, or slang
    - - Talkative customer
        
        Discuss everything except the problem
        and uses the call to socialize.
      - Rude customer
        
        Complains during the call, make negative comments,
        may be abusive and do not cooperate, and may be easily aggravated.
      - Angry customer
        
        Talks loudly, tries to speak when
        the technician is talking, usually frustrated
        and upset that they have to call somebody to help
        the problem.
      - Knowlegdeable customer
        
        Wants to speak with a technician that is
        equally experienced in computers and usually
        tries to control the call.
      - Inexperienced customer
        
        Has difficulty in decribing the problems
        and may not be able to follow instructions correctly
    - - Be pleasant and polite
      - Not send or reply to flames
      - Check grammar and spelling before post.
      - Be ethical
      - Never send chain letters via email
    - - Respect other people time
      - Share expert knowledge
      - Respect others privacy
      - Be forgiving of other people mistake
  - - - Required by a system administrator and a computer forensics expert is extremely detailed.
      - Not only contain evidence which was gathered, but how it was gathered and with which tools.
      - As much information about the security incident as possible.
    - - A system administrator should be able to prove
        how this evidence was collected, where it has been physically stored, and who had access to it between the time of collection and its entry into the court proceedings.
- - - - Follow the business policy of company
      -  Keep a list of callback customer
      -  Do not give favorite customers faster or better service
    - - Stress Management
      -  Do not carry any frustration from one call to the next
      -  Do some physical activity to relieve stress
      -  Stand up and take a short walk
    - - 4.3.2 Service Level Agreements (SLA)
      - -An SLA is a contract that defines expectation between an organization and the service vendor to provide an agreed-on level of support
      - Some of the contents of an SLA usually include the following:
      -  Response time guarantees (often based on type of call and level of service)
      -  Equipment and software that is supported where service is provided
      -  Preventive maintenance
      - Call Center Employee Rules
        
         There are also rules to cover general daily activities of employees:
        
         Arrive at your workstation on time and early enough to become prepared, usually about 15 to 20 minutes before the first call.
        
         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.
        
        Customer Satisfaction
        
         The following rules should be followed by all employees to ensure 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.
    - - 4.3.3 Business Policies
      - Customer Call Rules
      -  Most call centers have very specific rules on how to handle customer calls:
      -  Maximum time on call (example: 15 minutes)
      -  Maximum call time in queue (example: 3 minutes)
      -  Number of calls per day (example: minimum of 30)