PC Support & RepairChapter 10Communication Skills

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.

Technician

A knowledgeable technician who will always be in demand

in the job market.

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

Communication & Troubleshooting•Customer is STRESSED!▫Establish a good rapport▫Helps customer relax

Then they can give you better info

•1st Step: Speak directly to customer

•Then, use your resources

Worksheet•10.1•Research a Resource

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.

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

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?

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

DO NOT do to a customer

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

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

Customer Types

Sample Situations

Netiquette•Be professional in ALL

communications▫Begin with a nice

greeting▫Avoid “flame wars”

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

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

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

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

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

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

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

Level Two Tech•More

knowledgeable•Gets an escalated

work order

Review- 11 Questions

PC Support & RepairChapter 10Communication Skills