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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.
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Chapter 20Customer Support, Communication, and
Professionalism
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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.

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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.

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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.

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Presentation Outline
1
Customer Support
2
Communication Skills
3
Professionalism
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Customer Support
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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).

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Customer Support Models

• Some models of customer support are the
  following
• Help desk.
• Call center.
• Small business service counter.
• Depot technician.
• Corporate enterprise support.

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Help Desk

• A help desk is a central point of contact that
  provides technical support to clients.
• Point of contact is typically by phone or
  e-mail.
• First level of support used to resolve common
  computer hardware and software problems.

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Call Center

• A call center is a large collection of support
  people located in a common facility.
• Can provide support for more than one company.
• If call center cannot solve the problem, the
  support request is forwarded to the next level of
  repair technician.

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Small Business Service Counter

• An example is a small business that sells and
  services computers.
• Computer technician may need to tend to sales and
  support.
• The technician may even be dispatched to the
  customer site.

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Depot Technician

• A depot technician has limited contact with
  customers.
• This person typically performs repair work on
  warranty items or equipment that cannot be
  repaired by the first level of support.

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Corporate Enterprise Support

• Support within a company consisting of many IT
  personnel working as a team.
• Examples of personnel may be help desk
  technician, technician, and network administrator.

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Levels of Support
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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.

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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.

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Various FAQ Web Sites

• Dell Security Software FAQ.
• Microsoft Firewall FAQ.
• CompTIA FAQs and Customer Support.

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Review

• You call an Internet service provider because
  your client cannot connect to the Internet. To
  which level of support will you be connected?

?

• Level one
• Level two
• Level three

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Review

• After checking connections and configurations,
  the support technician of your clients 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?

• Level one
• Level two
• Level three

?
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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?

?

• Level one
• Level two
• Level three

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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?

• Level one
• Level two
• Level three

?
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Communication Skills
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Communication Skills

• Verbal communication.
• Body language.
• Attitude.
• Listening skills.
• Telephone skills.
• Writing skills.
• E-mail.

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Verbal Communication

• 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.

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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.

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Attitude

• Always maintain a positive attitude when working
  with people.
• Show the customer their problem is your main
  concern.
• Avoid distractions.

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Listening Skills

• Always maintain eye contact while listening.
• Avoid distractions while listening.
• Never eat or drink while talking with a customer.
• Always allow the customer or client to complete
  his or her sentence.
• Restate the problem to the customer or client.

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Telephone Skills

• 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.

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Writing Skills

• Always use appropriate grammar and correct
  spelling.
• Avoid long, run-on sentences.
• Always be polite in your correspondence, and
  never use sarcasm.

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E-Mail

• 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 to
  emphasize a word or phrase.
• 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.

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Emoticons

• Emoticons are cartoon face characters made from
  keyboard symbols to express emotions.

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E-Mail Acronyms
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E-Mail Auto Responder

• Using an e-mail auto responder is a good way to
  show a customer you care about them and their
  problem.
• Gives the illusion that someone has just read the
  e-mail sent by the customer or client and that
  person will be answering soon.
• Can be used to notify customers that you are out
  of the office.

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Outlook Out of Office Assistant
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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.

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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.

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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.

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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.

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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

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Professionalism
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Professionalism

• Professionalism is a businesslike characteristic
  reflected in a person and work environment.
• Displayed through dress and attitude.

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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.

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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.

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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.

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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.

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Review

• Dressing in casual business attire for your job
  is an example of _____.

• professionalism

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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.

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Review

• Teaching a coworker how to set up a firewall is
  an example of _____.

• teamwork

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Glossary
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Call Center

• A large collection of support people located in a
  common facility equipped with telephones and
  computer network support. A call center can
  provide support for more than one company or
  product.

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Customer Support

• The delivery of customer assistance, customer
  training, and customer services.

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Depot Technician

• A technician that performs repair work, usually
  covered by warranty, and has very limited
  customer contact or no customer contact at all.

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Emoticons

• Cartoon face characters made from keyboard
  symbols to express emotions in e-mails,
  letters, and text messaging.

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Help Desk

• A central point of contact that provides
  technical support to clients. The clients may be
  company employees or customers.

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Live Support

• Support in which a customer or client talks
  directly to support personnel rather than using
  e-mail or FAQs.

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Professionalism

• A businesslike characteristic reflected in a
  person and work environment.

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Teamwork

• Two or more people working toward a common goal.

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Discussion Question

• Identify the body language conveyed by the
  technician in the picture.

Technician
Client
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Discussion Question

• Identify examples of professional and
  unprofessional image that the technician in the
  picture is conveying.

Technician
Client
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Discussion Question

• A customer brings his laptop in for repair. The
  hard disk drive has crashed and must be replaced.
  The customer does not have a restoration disk or
  operating system (OS). You tell the customer that
  he must purchase a new OS. He is upset that he
  must purchase a new OS and says that he will
  borrow an OS disk from a friend. What should you
  tell the customer?