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Group 9 Thian Yan Cheng Ignatius Lee Khay Vhin Terrens Bin Chew Bee…
Group 9
Thian Yan Cheng
Ignatius Lee Khay Vhin
Terrens Bin Chew Bee Hock
Khiew Jung Huat
4.2 Practice Proper Attitude While Working with Customer
KNOW
- Call your customer by name
Relate
- Use brief communication to create a connection between the customer.
Understand
- Determine the customer knowledge about the computer and know how to effectively communicate with the customer
THREE RULES at the beginning of conversation:
The process to follow before put a customer on hold:
The process for transferring a call:
DO:
-Let customer finish talking
-Explain that you have to transfer the call, tell the customer to whom, and why
-Tell customer the number you are transferring to
-Ask if it all right to transfer the call
-Tell the new technician who you are, the ticket number, and the name of the customer DO NOT: -Interrupt -Abruptly transfer the call
-Transfer without explanation and the customer consent
-transfer without informing the ew technician
DO:
-Let the customer finish talking.
-Explain that you will have to put the customer on hold and why
-Ask if it is all right to put the customer on hold
-Tell the customer you will be just a minute
Do Not:
-interrupt
-transfer without an explanation and the customer consent
-Transfer without informing the new technician
TYPE OF CUSTOMER~
Talkative Customer :
-Discuss everything except the problem and uses the call to socialize
RUDE CUSTOMER:
-Complains during 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.
Proper Netiquette: General rules that apply to all online interactions with customer and co-workers:
-Respect other people's times
-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
Workstation Ergonomics
-Make sure that your desk layout works well.
-Adjust your chair to a comfortable height.
-Adjust your monitor to a comfortable angle.
-Minimize external distractions such as noise.
Time Management
-Follow the business policy of company.
-Do not give favorite customers faster or better service
-do not take only the easy customer calls.
Stress Management
-Do not carry any frustrations from one call to the next.
-Stand up and take a short walk.
-Take a break and try to relax
4.3.2 Service Level Agreements (SLA)
a contract that defines expectations between an organization and the service vendor to provide an agreed-on level of support.
contents of an SLA
-Response time guarantees
-Equipment and software that is supported
-Where service is provided
-Preventive maintenance
-Time of service availability
4.3.3 Business Policies
Customer Call Rules
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)
Call Center Employee Rules
rules to cover general daily activities of employees:
-Arrive at your workstation on time and early
-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
-Do not show favoritism to certain customers.
-Do not take another technician’s calls without permission.
Customer Satisfaction
rules should be followed by employees:
-Set and meet a reasonable timeline for the call
-Communicate service expectations to the customer as early as possible.
-Communicate the repair status with the customer
-Give the customer proper documentation on all services provided
-Follow up with the customer at a later date
4.4 IT PROFESSIONALISM AND ETHICS
4.4.1 Ethical and Legal Considerations
Computer forensics is the act of investigation and an analysis techniques to gather and preserve evidence from a particular computing device in a way that is suitable for presentation in a court as a evidence. The goal of computer forensics is to perform a structured investigation and maintain a documented chain of evidence to find out exactly what happened on a computing device and who was responsible for the crime.
Illegal computer or network usage
identity theft
: Using this stolen information, a criminal used victim's identity and perform a range of fraudulent activities using the victim's name.
Using a computer to sell counterfeit goods
: The criminal sells poor-quality counterfeit goods at a high price, these counterfeit item sometimes are not save to use and the user may be exposed to health and safety danger.
Using pirated software on a computer or network
: This is a act of gaining access to protected or license software using the 'cracking" method.
Using a computer or network to create unauthorized copies of copyrighted materials, such as movies, television programs, music, and video games
: The criminal uses computer to make digital copies of data, work or materials that are distributed through the network.
Using a computer or network to sell unauthorized copies of copyrighted materials
: Is a act of using work or materials that are protected by copyright without the permission of the owner of the copywrite work.
Pornography
: Pornography becomes a crime when it is considered obscene. Obscene material is so offensive it violates all standards of morality or decency. The production and sale of obscene material is a criminal offense.
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.
4.4.2 Cyber Law
Cyberlaw is the area of law that deals with the Internet's relationship to technological and electronic elements, including computers, software, hardware and information systems (IS).
4.4.3 Legal Procedures Overview
Documentation
Is required by the system administrator and computer forensics expert. They will have to document all the evidence and what method or tools that was used to obtain the evidence.
These are the main required document that must be documented if a illegal activity is being investigate
Initial 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 found.
Illegal activity that you have witnessed.
Which procedures you have executed on the computer or
network
Chain Of Custody
All evidence that will be admitted must be authenticated.
How?
A system administrator will have to prove that how the evidences was obtain, the location of the evidence that was found stored, the list of individual that have access to the evidence during the process of obtaining the evidence and its entry into the court proceedings.
4.4.4 Classify Ethical and Legal Issues in the IT Industry
Ethical issue:
Personal Privacy
Access Right
Harmful Actions
Patents
Copyright
Trade Secrets
Liability
Piracy
Legal Issues:
Net Neutrality
Data Protection
IP Theft
Non-compete Laws
4.1 Explain IT Professional
4.1.1 Describe 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 and learn to use good communication skill as confidently as you use a screwdriver.
4.1.2 Identify communication skills, troubleshooting, and professional behavior
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. As a technical knowledge increases so does ability to quickly determine a problem and find a solution.
A technician should be establish a good rapport with the customer since a relaxed customer is better able to explain the details of the problem.
Any of these resources can be used to help gather information for the troubleshooting process:
personal experience
scripts
websites
search engines
online FAQs
co-worker
support vendors
manufacturer manuals
email
Diagnostic repair tools
4.5 Call Center Technicians Task
4.5.2 Differentiate the technicians level
b. Level two tenicians
Usually more knowledgeable about
technology.
May have been working for the company for a longer period of time.
May use remote access software to access the customer 's computer to diagnose the problem and possibly to resolve the issue.
a. Level one technicians
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.
4.5.3 . Identify details and procedures as Call Center technicians
