Windows Versions and Customer Service Lecture 5

Planning for Good Service (1 of 8) • Key to success: Don’t allow circumstances or personalities to affect your commitment to excellence • Most good service for customers of IT support begins with entries in call tracking software • Call Tracking Software • Call tracking software tracks support calls and gives technicians a place to keep their call notes • Initial call for help starts the process by creating a ticket • Ticket is a record of the request and what is happening to resolve it • Stays open until the issue is resolved • Support staff assigned to the ticket document progress in the call tracking system • As an open ticket ages, more attention and resources are assigned to it Planning for Good Service (2 of 8) • Initial Contact with a Customer • Customers expect both technical and interpersonal skills • Beginning a phone call professionally • Identify yourself and your organization • Ask for and write down name and number of caller • Follow company polices to obtain further information • Be familiar with your company’s customer service policies • Open up the conversation for the caller to describe the problem Planning for Good Service (3 of 8) • Initial Contact with a Customer (continued) • Technicians should be prepared to: • Know: ▶ The problem to be addressed ▶ The urgency of the situation ▶ What computer, software, and hardware need servicing • Arrive with a complete set of equipment needed • Greet customer in a friendly manner and shake hands • Listen and ask questions Planning for Good Service (4 of 8) • Interview the Customer • As you ask questions: • Take notes • Keep asking questions until you thoroughly understand the problems • Have customers reproduce the problem • Use diplomacy and good manners Planning for Good Service (5 of 8) • Set and Meet Customer Expectations • It is important to create an expectation of certainty with customers • Establish a timeline with your customer for completion of a project • Keep customer informed of progress • Give the customer an opportunity to make decisions about repairs • Repair or replace? • Help them decide which is to their advantage Planning for Good Service (6 of 8) • Work With a Customer On Site • Avoid distractions • Don’t accept personal calls on your cell phone • Or use social media • Answer calls from work, but keep call to a minimum • If you must excuse yourself, explain to the customer and return as soon as possible • When working at a user’s desk: • Be as unobtrusive as possible as you work • Protect customer’s confidential materials • Don’t take over the mouse or keyboard without permission • Ask permission to use the printer or other equipment • Don’t use the phone without permission Planning for Good Service (7 of 8) • Work With a Customer On Site (continued): • When working at a user’s desk (continued): • Accept personal inconvenience to accommodate the user’s urgent business needs • If user is present, ask before making a software or hardware change • Don’t disclose information on social media • Your goals can include educating the user as well as repairing the computer • Explain how to fix the problem and walk them through the process if necessary Planning for Good Service (8 of 8) • Work With a Customer on the Phone • Requires more interaction with customers • Technicians must be able to visualize what the customer sees • Patience is required if dealing with a novice user • If call is disconnected, call back immediately • Don’t eat or drink while on the phone • If caller must be put on hold, tell them how long it will be before you get back to them • Speak clearly and slowly • Don’t complain about your job • Keep small talk upbeat and positive