Chapter #1 Summary and notes

Chapter #1 Summary and notes - 1 Lesson 1 Achieving High...

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1 Lesson 1: Achieving High Customer Satisfaction 2 Objectives Describe the role the help desk plays in delivering quality technical customer support Explain how to manage, meet, and exceed customer expectations Describe the mix of skills needed to have a career in technical customer support 3 Achieving High Customer Satisfaction Help desk - a single point of contact within a company for managing customer problems and requests, and for providing solution-oriented support services 4 Achieving High Customer Satisfaction (continued) To work a help desk, you need: A mix of skills including business, technical, soft, and self-management skills To understand the characteristics of quality customer service and technical support To understand that how you interact with each customer influences that customer’s perception of your company 5 Delivering Quality Technical Customer Support A person may turn to any number of help desks for support A person may contact a computer manufacturer or a company that produces a software package A help desk analyst may contact a vendor’s help desk for assistance in diagnosing a hardware, software, or network problem 6 Customer Support and the Help Desk Role Today’s help desk serves as a key part of any technical support organization Technical support - A wide range of services that enable people and companies to continuously use computing technology 7 Customer Support and the Help Desk Role (continued)
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Technical support services include: Installing hardware, software, network, and application components Keeping the system in good repair Upgrading hardware and software Providing customer support 8 Customer Support and the Help Desk Role (continued) Customer support - Services that help a customer understand and benefit from a product’s capabilities by answering questions, solving problems, and providing training Customer - A person who buys products or services or with whom one must deal 9 Customer Support and the Help Desk Role (continued) Customer service and support organizations come in all shapes and sizes and deliver a wide range of services. Types of organizations include: o Call center o Contact center o Help desk o Support center 10 Customer Support and the Help Desk Role (continued) Multi-level support model - A common structure where the help desk refers problems it cannot resolve to the appropriate internal group, external vendor, or subject matter expert Subject matter expert (SME) - A person who has a high level of experience or knowledge about a particular subject Support center - A help desk with a broader scope of responsibility and with the goals of providing faster service and improving customer satisfaction 11 Multi-level Support Model 12 Components of a Successful Help Desk
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Processes Problem management Request management Service level management People-front-line service providers Processes 13 Components of a Successful
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