Chapter 2 - A Guide to Computer User Support for Help Desk...

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A Guide to Computer User Support Fourth Edition by Fred Beisse Chapter 2 Customer Service Skills for User Support Agents
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A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 2 Chapter Objectives In this chapter, students will learn about: • The importance of communications skills and customer service relationships • Reasons support agents listen and read carefully • How agents build and communicate understanding • Aspects of effective speaking and nonverbal communication • How to develop a personal communication style
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A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 3 Chapter Objectives (continued) • Strategies for telephone communications • How to develop an incident management strategy • Understanding personality types and work styles • Strategies for difficult clients • Guidelines for client-friendly communications on support Web sites • How to build excellent customer service
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Communication and Interpersonal Skills Are Important to Learn Excellent communication and interpersonal skills are often more challenging for new support workers to learn than technical or business skills! A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 4
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A Customer Service Ethic • A customer-service ethic – An organization-wide commitment – Shared by everyone – Client relationships and client satisfaction are the most important aspect of a business • Target: 100% client satisfaction 100% of the time A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 5
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Satisfied versus Dissatisfied Customers • Satisfied customers are more likely to be repeat customers • Dissatisfied customer incidents usually take longer to handle • Dissatisfied customers generate: – Lengthy incidents – Repeated help desk contacts (callbacks) – Complaints and ill-will – Incidents that must be rerouted – Product returns and refunds A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 6
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A Customer-Service Ethic Translates into a Commitment • Provide users with information, service, or solution they need • If a problem cannot be resolved, explain to client what can be done • Treat clients with respect and courtesy • Communicate to clients when they should expect to receive the service or information they need • Return calls or e-mails when promised A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 7
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Communications Skills for Customer Service • Three essential communication skills 1. Listen and read carefully 2. Build understanding 3. Respond effectively A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 8
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Types and Purposes of Listening A Guide to Computer User Support for Help Desk & Support Specialists, Fourth Edition 9 Listening type Purpose Discriminative
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This note was uploaded on 04/05/2011 for the course CINT 214 taught by Professor Endris during the Spring '11 term at Ivy Tech Community College.

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Chapter 2 - A Guide to Computer User Support for Help Desk...

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