The IT Professional

The IT Professional

1. 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.

2. To troubleshoot a computer, you need to learn the details of the problem from the customer.

3. One of the first tasks of the technician is to determine the type of computer problem that the customer is experiencing. Remember these three rules at the beginning of your conversation: •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. To accomplish this, practice active listening skills. Allow the customer to tell the whole story. During the time that the customer is explaining the problem, occasionally interject some small word or phrase, such as “I understand,” “Yes,” “I see,” or “Okay.” This behavior lets the customer know that you are there and that you are listening. However, a technician should not interrupt the customer to ask a question or make a statement. This is rude, disrespectful, and creates tension. Many times in a conversation, you m

4. Talkative Customers 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 A rude customer 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 An angry customer talks loudly and often tries to speak when the technician is talking.

5. Whether you are talking with a customer on the phone or in person, it is important to communicate well and to represent yourself professionally. Your professionalism and good communication skills enhance your creditability with the customer. If you are talking with a customer in person, that customer can see your body language. If you are talking with a customer over the phone, that customer can hear your sighs and sense that you might be sneering. Conversely, customers can also sense that you are smiling when you are speaking with them on the phone. Many call center technicians use a mirror at their desk to monitor their facial expressions. Successful technicians control their own reactions and emotions from one customer call to the next. A good rule for all technicians to follow is that a new customer call means a fresh start. Never carry your frustration from one call to the next.

6. Talkative Customers 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 A rude customer 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 An angry customer 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 A knowledgeable customer 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 An inexperienced customer ha

7. Employee Best Practices

   • Workstation Ergonomics The ergonomics of your work area can help you do your job or make it more difficult. Because you spend a major portion of your day at your workstation, make sure that the desk layout works well. Have your headset and phone in a position that is both easy to reach and easy to use. Adjust your chair to a height that is comfortable. Adjust your computer screen to a comfortable angle so that you do not have to tilt your head up or down to see it. Make sure your keyboard and mouse are also in a position that is comfortable for you. You should not have to bend your wrist to type. If possible, try to minimize external distractions, such as noise. Time Management It is important to prioritize your activities. Make sure that you carefully follow the business policy of your company. The company policy might state that you must take “down” calls first, even though they might be harder to solve. A down call usually means that a server is not working, and the entire offi