547597
Descrição
Mapa Mental por 애스톤 (Aston), atualizado more than 1 year ago
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Criado por 애스톤 (Aston)
quase 11 anos atrás
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The IT Professional
- Communication and
Troubleshooting:
- Good communication skills
are an aid in the
troubleshooting process.
- It takes time and
experience to develop
good communication
skills and
troubleshooting skills.
The more you
practice good
communication skills,
the more effective
you will become
when working with
customers.
- Uses good communication
skills will always be in
demand in the job market.
- Your
professionalism
and good
communication
skills enhance
your creditability
with the
customer. Never
carry your
frustration from
one call to the
next.
- It takes time and
experience to develop
good communication
skills and
troubleshooting skills.
The more you
practice good
communication skills,
the more effective
you will become
when working with
customers.
- Good communication skills
are an aid in the
troubleshooting process.
- Determine the problem:
- Know - Call
your
customer by
name.
- Relate - Use brief communication to
create a one-to-one connection
between you and your customer.
- Understand - Determine the customer’s level of knowledge about the computer to
know how to effectively communicate with the customer.
- Know - Call
your
customer by
name.
- Hold and Transfer:
- DO:
- Let the costumer finish talking.
- Explain that you will have to put the costumer on
hold and why.
- Ask if it is all right to put the
costumer on hold.
- Let the costumer finish talking.
- DO NOT:
- Interrupt.
- Abruptly put the costumer on hold.
- Put on hold without
an explanation and
the costumer’s
consent.
- Interrupt.
- DO:
- Transferring a Call:
- DO:
- Ask permission from the costumer to transfer the call.
- Allow the costumer to finish talking.
- Tell the name of the person to whom you are transferring the
call.
- Ask permission from the costumer to transfer the call.
- DO NOT:
- Transfer the costumer's call without telling the costumer what you are about to do.
- Transfer the call without permission from the technician who will receive the call.
- Transfer the costumer's call without telling the costumer what you are about to do.
- DO:
- Types of Customer
- Talkative Customer: During the call, a talkative customer
discusses everything except the problem. The customer often
uses the call as an opportunity to socialize. It can be difficult to
get a talkative customer to focus on the problem.
- Rude Customers:
Complains during the
call and often makes
negative comments
about the product, the
service, and the
technician. This type
of customer is
sometimes abusive
and uncooperative and
gets aggravated very
easily.
- Angry Customers:
Talks loudly and
often tries to speak
when the technician
is talking. Angry
customers are
usually frustrated
that they have a
problem and upset
that they have to call
somebody to fix it.
- Knowledgeable Customers: Wants to speak with a technician that is equally experienced in
computers. This type of customer usually tries to control the call and does not want to speak with
a level one technician.
- Inexperienced Customers: Has difficulty describing the problem. These customers are usually not able
to follow directions correctly and not able to communicate the errors that they encounter.
- Talkative Customer: During the call, a talkative customer
discusses everything except the problem. The customer often
uses the call as an opportunity to socialize. It can be difficult to
get a talkative customer to focus on the problem.
- Ways to Relax:
- Practice relaxed breathing: inhale-hold-exhale-repeat.
- Take a break - go for a quick walk, or climb a flight of stairs.
- Eat something small - a snack with protein is best.
- Avoid stimulants like coffee, fizzy
drinks, and chocolate. All contain
caffeine and can add to stress.
- Avoid stimulants like coffee, fizzy
drinks, and chocolate. All contain
caffeine and can add to stress.
- Practice relaxed breathing: inhale-hold-exhale-repeat.
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