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The IT Professional
Descrição
Cisco IT Essentials Mapa Mental sobre The IT Professional, criado por Michael Burridge em 13-02-2014.
Sem etiquetas
cisco it essentials
cisco it essentials
Mapa Mental por
Michael Burridge
, atualizado more than 1 year ago
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Criado por
Michael Burridge
quase 11 anos atrás
48
0
2
Resumo de Recurso
The IT Professional
Communicating and troubleshooting
Customer Support
Etiquette
Actions and advice
Links to Do's and Dont's
Determining the problem
List all probable causes.
Establish a theory of probable causes.
Ask what's wrong with the customers PC.
The Do's and Don'ts of troubleshooting and customer service
Do
Be Polite, Efficient and Professional
CPR
Courtesy
Professionalism
Respect
Allow the customer to speak their point, then give advice to them
Advice can range from:
Simple technical advice
Restarting a PC
Replacing a wire
Re-setting a switch
Extensive troubleshooting process
Clearing cache
Installing a firewall
Updating a program
Having to take the computer back to the manufacturer
Motherboard short circuits
Extensive damage to a non-field serviceable part
Power pack/battery faults
Do Not
Interrupt the customer when they're speaking, UNLESS they're the talkative customer type
Transfer calls from your station to another without telling the customer
Types of Customers
Knowledgeable customer
Knows more about the problem than the IT Technician
Very annoying to the customer service people
Talkative Customer
Usually goes off-topic
Hard to retrieve any relevant information
Can relate to the rude customer if they're not careful about what they say
Usually needs to be told to get back on track, or has to be asked a question multiple times
Rude Customer
They're annoyed by the problem
Impatient; expect you to be able to fix it right away
May often insult you and speak without thinking
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