1.2  Identify methods and tools that enable computer support to satisfy customers.

1.3  Analyze trends in the computer support industry.

Read the instructor’s biography and post your own.

of Customer Service.

Customer Service Model

As a customer support technician, you have many tools that facilitate prominent communication between the employee and the customer. Include the components of the customer service model identified in your text. How would you use them to develop a customer experience strategy?

Computer Support Dependencies

Computer support plays a vital role in an organization’s operations. Identify how computer support interrelates with various departments such as HR, Finance, Marketing, and Operations. What effect does this support have on the functionality of these departments? Identify possible consequences an organization may endure if its computer support lacks development.

Defining Computer Support

You are a support technician manager building a help desk team. Your primary operation is to provide customers with service for hardware and software issues from a variety of PC platforms. Explain the position of a help desk worker to your newly hired employees. Your paper must include the following:

·         The different levels of customer service

·         The role of a support technician

·         Methods and tools required to support consumers

·         Distinctions between internal and external users and their requirements

·         Current trends in computer support

2.1  Compare verbal and nonverbal methods of communication.

2.2  Define techniques for building rapport with customers.

2.3  Explain how to ask effective questions in computer support.

2.4  Identify active listening skills for resolving computer problems.

Communication Techniques

Building rapport with customers is an inevitable component of computer support. Identify the different techniques used to acquire and uphold a customer’s trust. How might the different communication skills referred to in the texts facilitate rapport? Provide an example, during your current or past employment, of a time when you were required to use communication skills to build a customer’s trust. Were you successful? Explain your answer.

3.1  Explain the importance of technology in computer support.

3.2  Identify advantages and disadvantages of an ARS.

Using an ARS

The use of an automated response system (ARS) enables problem identification by directing a customer to appropriate support services. Identify the advantages and disadvantages of using such a system. Include the perceptions of the employee and customer when forced to use an ARS. How does an ARS affect the quality of support services? What other technologies may be used to facilitate computer support? How are these other technologies important?

How to Communicate

Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software. Note that communication is a key component to professional customer service.

Write a 700- to 1,050-word paper describing an approach, without solving the issue, that might be used to build a relationship with Bill. Your paper must define and address any messaging technologies that would be applicable, as well as the following:

·         Nonverbal versus verbal communication

·         Effective questioning strategies

·         Rapport techniques

·         Active listening skills

4.1  Compare and contrast external and internal customers in computer support.

4.2  Identify customer requirements and expectations for support services.

4.3  List outcomes of exceptional customer service.

Defining the Customer

5.1  Differentiate between tasks of a frontline and an internal computer support workforce.

5.2  Describe factors that yield employee satisfaction and heightened service quality.

Operational Differences

Needs of the Customer and Customer Support Technicians

Customers and customer support technicians are similar yet different in many ways. Assess the requirements of each and how they fulfill each other’s needs. Your paper must include aspects pertaining to the satisfaction and the perceived expectations of each party. In addition, describe measurable outcomes from both the technician and the customer when exceptional customer support is provided.

6.1  Identify hardware and software tools for localized computer support.

6.2  Describe telephone skills used for computer support.

Using Technology With Voice

Local computer support provides an over-the-phone experience for customers in need of problem resolution. What are the disadvantages of not seeing the customer face-to-face? How does technology enrich customers’ phone experience? Explain your answer.

7.1  Identify hardware and software tools for remote computer support.

7.2  List steps for selecting and implementing remote computer support technology.

Phone Etiquette

Effective telephone communication is an expected attribute in any computer support organization. Discuss best practices used in pregreeting, greeting, conversation, and closing that facilitate a successful call. In addition, identify the proper uses of phone functions and how they assist computer support specialists in resolving problems.

On- and Off-Site Support Strategies

·         Scenario 1: Steve recently purchased a new computer from a local electronics outlet. Now, 3 months after buying his new computer, his monitor is frozen and will not restart without unplugging the machine. He tells you that all of his family photos have been saved on the hard drive and that it is imperative for you to retrieve them.

·         Scenario 2: You are a service representative at a company that manufactures computers for financial applications. Katie, a branch manager for a bank, calls you and says that all of her point-of-sale terminals have quit working. Each terminal uses Windows XP and is connected to the bank’s network. Katie has no working knowledge of these terminals and cannot resume operations without them.

Discuss, with another student from your course, the different resources required to support the customers mentioned.

Write, individually, a 350-word analysis for each scenario, describing how support would differ if performed on-site or off-site. The following components must also be addressed in each analysis:

·         Required support software

·         Required hardware

·         Cost of support

·         Required skills

·         Steps for selecting and implementing technology

8.1  Define problem solving in a computer support environment.

8.2  Apply behavioral and perceptual methods to resolve various support service problems.

8.3  Identify the four steps of decision making when resolving support service conflicts.

Dissecting the Problem

Conflict resolution strategies help minimize the time required for problem solving computer support issues. Address the following:

·         Define problem solving in a computer support environment.

·         Identify the four-step conflict resolution process and how other problem-solving methods build on this strategy.

9.1  Identify customer support skills when working with difficult customers.

9.2  Recall self-control strategies when communicating with a difficult customer.

9.3  Describe how ownership strategies resolve computer support issues.

9.4  Create training materials for new customer support technicians.

Establishing Seamless Support

Working With Difficult Customers

Construct a checklist of at least seven reasons why customers become difficult when communicating their technical problems. From your list, choose three of these common behaviors and address how you would resolve each using the following concepts:

·         Consumer emotions

·         Ownership strategies

·         Self-control strategies

·         Adaptation

·         Mistaken customers

·         Problem customers

Write a 1,050- to 1,400-word paper identifying the significance of each of concept and the possible challenges that may arise during the resolution process.

Create a 10- to 15-slide Microsoft® PowerPoint® presentation reinforcing the key tactics needed to minimize consumer conflict when providing computer support services. Your presentation must be outlined as if you are a trainer trying to familiarize each newly hired support technician with his or her work. At the end of your presentation, your audience must have developed insight into the components of enterprise computer support.