Transcript Slide 1

PowerPoint for
Computer Service
and Repair
by
JoAnne Keltner
Goodheart-Willcox Publisher
18604 West Creek Drive
Tinley Park, IL 60477
www.g-w.com
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Chapter 20
Customer Support,
Communication, and
Professionalism
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Importance to the PC Technician

Even if you are the most skilled technician,
you will most likely lose your job or never
be raised to a higher position if you cannot
deal with customers and coworkers in a
professional manner.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Objectives
Explain the difference between a help desk
and a call center.
 Describe the three levels of technical
support.
 Identify desirable communications skills.
 Explain how body language influences
customer and client perceptions.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Objectives
Identify the traits that exhibit a professional
image.
 Identify strategies for dealing with difficult
customers and clients.
 Explain the importance of performing a
follow-up in customer relations.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Presentation Outline
1
2
3
Customer Support
Communication Skills
Professionalism
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
1
Customer Support
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Customer Support


Customer support is the delivery of customer
assistance, customer training, and customer
services.
The exact customer support model a company
may adopt depends on three factors:



The number of people requiring support.
The product being supported.
The customer location (local or global).
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Customer Support Models

Some models of customer support are the
following:
Help desk.
 Call center.
 Small business service counter.
 Depot technician.
 Corporate enterprise support.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Levels of Support
Support Level
Description
Level one
Help desk, Web site, or call center.
Level two
Supervisor over the level-one
response team.
Supervisor (level two) working
with third-party support from a
larger company.
Level three
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Outsourcing
Customer support is often outsourced to a
company that specializes in technical
support.
 The outsource company can reside inside
the United States or overseas.
 Typically used for level-one support.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Frequently Asked Questions
(FAQs)
A list of the most frequently asked questions
and their answers posted on a support Web
site.
 Can reduce the number of calls for live
support.
 Valuable if a company does not have a
technical staff available 24/7.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

You call an Internet service provider because your
client cannot connect to the Internet. To which
level of support will you be connected?
 A. Level one
B. Level two
C. Level three
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

After checking connections and configurations, the
support technician of your client’s ISP passes your call to
a technician who will run a check on the line and will ask
more detailed questions. To which level of support will
you be connected?
A. Level one
 B. Level two
C. Level three
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

You are troubleshooting a laptop computer and need to
contact technical support. Since there is no phone nearby,
you decide to use the online chat service. To which level
of support will you be connected?
 A. Level one
B. Level two
C. Level three
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

You are troubleshooting errors in a specialized software
program. Your client gives you the number to their paid
support service. You speak briefly to a tech support
person and then are transferred to a program engineer.
To which level of support will you be connected?
A. Level one
B. Level two
 C. Level three
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
2
Communication Skills
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Communication Skills
Verbal communication.
 Body language.
 Attitude.
 Listening skills.
 Telephone skills.
 Writing skills.
 E-mail.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

List four key points to keep in mind when communicating
verbally.




Always speak clearly and concisely.
Never use computer and network jargon and acronyms.
Always begin your conversation with a warm greeting.
Use positive words to establish a “Can do!” attitude.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

List five key points to keep in mind to convey proper body
language.





Smile.
Maintain eye contact with the customer while listening.
Face the customer squarely.
Never look away from the customer or stare off at a
distant point while conversing.
Do not fold your arms across your chest or take a
defensive posture.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

List four key points to keep in mind when communicating
over the telephone.




Never engage in other activities while talking to the
customer or client.
Always avoid talking on a speakerphone.
Smile while on the phone.
Do not use acronyms, jargon, or sophisticated technical
terminology.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

List at least four key points to keep in mind when communicating
through e-mail. (Any four of the following.)







Check your e-mail regularly.
Keep your e-mail brief.
Do not use emoticons.
Limit the size of file attachments.
Never use all capital letters in an e-mail.
Never send sensitive or inappropriate information in the e-mail.
Do not send personal greetings, jokes, or other materials that are
not suitable for the work environment.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

A(n) _____ gives the illusion that someone has
just read the e-mail sent by the customer or client
and that person will be answering soon.

auto responder
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
3
Professionalism
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Professionalism
Professionalism is a businesslike
characteristic reflected in a person and work
environment.
 Displayed through dress and attitude.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Developing a Professional Image
Dress professionally.
 Maintain neat and clean hair.
 Speak to customers in a professional
manner.
 Do not eat, drink, or smoke while dealing
with a customer.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Work Environment
Keep your location and workstation clean
and well organized.
 Never keep food containers, cups, and
general trash on counters or work areas.
 Do not let friends “hang out” around the
store or workplace.
 Do not display inappropriate posters,
pictures, or signs.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Handling Difficult Situations






Do not take complaints personally.
Never react defensively to a difficult customer or
client.
Listen to the customer or client with empathy.
Let the customer or client vent.
Find out what will make the customer or client
happy.
If a customer or client asks you to do something
illegal or unethical, do not do it.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Teamwork
Teamwork is an essential component of a
successful business.
 Always be willing to share your knowledge
with other team members.
 Always be willing to do more than just what
you have been assigned.

Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

Dressing in casual business attire for your job is
an example of _____.

professionalism
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

List four key points to keep in mind when dealing with a
difficult situation. (Any four of the following.)






Do not take complaints personally.
Never react defensively to a difficult customer or client.
Listen to the customer or client with empathy.
Let the customer or client vent.
Find out what will make the customer or client happy.
If a customer or client asks you to do something illegal
or unethical, do not do it.
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.
Review

Teaching a coworker how to set up a firewall is an
example of _____.

teamwork
Goodheart-Willcox Co., Inc.
Permission granted to reproduce for educational purposes only.