The IT Professional

애스톤 (Aston)
Mind Map by , created over 5 years ago

Kyeopta Cisco IT Essentials Mind Map on The IT Professional, created by 애스톤 (Aston) on 02/13/2014.

애스톤 (Aston)
Created by 애스톤 (Aston) over 5 years ago
Advanced Troubleshooting
Advanced Troubleshooting
Introduction To The Personal Computer
Computer Hardware
Chemistry, Unit 1
Chapter 11 - The IT Professional
The IT Professional
Michael Burridge
The IT Technician
Introduction to the Personal Computer
The IT Professional
William Suarez
The IT Professional
1 Communication and Troubleshooting:
1.1 Good communication skills are an aid in the troubleshooting process.
1.1.1 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.
1.1.2 Uses good communication skills will always be in demand in the job market.
1.1.3 Your professionalism and good communication skills enhance your creditability with the customer. Never carry your frustration from one call to the next.
2 Determine the problem:
2.1 Know - Call your customer by name.
2.2 Relate - Use brief communication to create a one-to-one connection between you and your customer.
2.3 Understand - Determine the customer’s level of knowledge about the computer to know how to effectively communicate with the customer.
3 Hold and Transfer:
3.1 DO:
3.1.1 Let the costumer finish talking.
3.1.2 Explain that you will have to put the costumer on hold and why.
3.1.3 Ask if it is all right to put the costumer on hold.
3.2 DO NOT:
3.2.1 Interrupt.
3.2.2 Abruptly put the costumer on hold.
3.2.3 Put on hold without an explanation and the costumer’s consent.
4 Transferring a Call:
4.1 DO:
4.1.1 Ask permission from the costumer to transfer the call.
4.1.2 Allow the costumer to finish talking.
4.1.3 Tell the name of the person to whom you are transferring the call.
4.2 DO NOT:
4.2.1 Transfer the costumer's call without telling the costumer what you are about to do.
4.2.2 Transfer the call without permission from the technician who will receive the call.
5 Types of Customer
5.1 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.
5.2 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.
5.3 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.
5.4 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.
5.5 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.
6 Ways to Relax:
6.1 Practice relaxed breathing: inhale-hold-exhale-repeat.
6.2 Take a break - go for a quick walk, or climb a flight of stairs.
6.3 Eat something small - a snack with protein is best.
6.3.1 Avoid stimulants like coffee, fizzy drinks, and chocolate. All contain caffeine and can add to stress.

Media attachments