1. PC Support & Repair Chapter 10 Communication Skills

2. Objectives After completing this chapter, you will meet these objectives: ▫ Explain the relationship between communication and troubleshooting. ▫ Describe good communication skills and professional behavior. ▫ Explain ethics and legal aspects of working with computer technology. ▫ Describe the call center environment and technician responsibilities.

3. Technician A knowledgeable technician who will always be in demand in the job market.

4. Communication & Troubleshooting Your troubleshooting skills get better over time Good communication= easier to solve problems ▫ Easier to get info from customer ▫ Saves time ▫ Makes customer happy

5. Communication & Troubleshooting Customer is STRESSED! ▫ Establish a good rapport ▫ Helps customer relax  Then they can give you better info 1 st Step: Speak directly to customer Then, use your resources

6. Worksheet 10.1 Research a Resource

7. Professional Behavior Determine the computer problem of the customer. Display professional behavior with the customer. Focus the customer on the problem during the call. Use proper Netiquette. Implement time and stress management techniques. Observe Service Level Agreements (SLAs). Follow business policies.

8. Determine the Problem 3 rules: ▫ Call customer by name ▫ Use brief communication to create a one-to-one connection ▫ Determine the customer's level of knowledge about the computer to know how to effectively communicate

9. Using the 3 Rules Allow customer to tell whole story ▫ Say “I Understand”, “Yes”, “I See” (Sympathize)  Why say that during story? ▫ DO NOT interrupt customer Clarify what the customer said ▫ "Let me see if I understand what you have told me…“  What does this show? Ask follow-up questions ▫ Ask closed-ended questions ▫ DO NOT ask question they already answered  What does this do?

10. Behavior Be positive ▫ What CAN you do, not what you can’t do Be prepared to use alternate ways to help ▫ Email or fax instructions, remote connection Placing on HOLD Transferring a call

11. DO NOT do to a customer

12. Challenge Come up with POSITIVE ways to say negative things.

13. On the Phone Focus the customer on the problem ▫ Do not take any comments personally ▫ Do not retaliate with any comments or criticism ▫ If you stay calm with the customer, finding a solution to the problem will remain the focal point of the call

14. Customer Types

15. Sample Situations

16. Netiquette Be professional in ALL communications ▫ Begin with a nice greeting ▫ Avoid “flame wars”

17. Review T or F. Refer to the customer by name to establish a good rapport. ▫ TRUE T or F. Interrupt the customer to get your questions in. ▫ FALSE What are two good characteristics to get a call center job? ▫ Listen well & be professional all the time

18. Review Your customer is too talkative. What type of questioning will allow you to regain control? ▫ CLOSED-ENDED T or F. Your customer is very angry. Do not let him complain about the problem or company as it will only make the situation worse. ▫ FALSE “I understand how that can be frustrating” is an example of what? ▫ Sympathizing with the angry customer

19. Time & Stress Management Time ▫ Take “Down” calls first ▫ Call back customers at promised time (or close) ▫ Don’t take “favorite” customers or easy calls Stress ▫ Compose self between calls ▫ Take a quick walk ▫ Relaxed breathing ▫ Listen to soothing sounds

20. Observe SLA’s Service contract ▫ Response times ▫ Equipment supported ▫ Software supported ▫ Cost ▫ Time of availability ▫ Service location ▫ Diagnostics Some issues may require escalation ▫ Needs management decisions

21. Ethics Respect customers & their property ▫ Emails, passwords, files, private info Legalities ▫ No changes without customer permission ▫ Do not access their private accounts/files ▫ Do not install, copy, or share content ▫ Do use services for private use (or make available) ▫ Do not use company equipment for illegal activities

22. Tech Responsibilities Describe level-one technician responsibilities. Describe level-two technician responsibilities.

23. Level One Tech Gather info from customer Document on a word-order/ticket Prioritize the problems Takes care of simple problems ▫ Can escalate to Level Two

24. Level Two Tech More knowledgeable Gets an escalated work order

25. Review- 11 Questions

26. PC Support & Repair Chapter 10 Communication Skills