Chapter 9 Satisying Customer Needs

18. What is the primary importance of a chain of custody document?

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When dealing with a �difficult� customer make sure you:

1. Stay calm and polite; 2. Take notes of what the complaint is about; 3. Actively listen to the customer by saying �yes�, �I see�, and �I understand�. 4. When the customer has finished explaining his/herself, go through your notes with him/her to verify if you understood him/her correctly. 5. When both your customer and yourself have been through the notes, explain to him/her what is going to happen next and how your company goes about dealing with complaints. For example, you can tell him that this matter will be taken to the manager and issues are usually resolved in 24 hours. 6. Take responsibility. Follow up on the issue with whom ever you passed it on before the 24-hour deadline expires and make sure it has been resolved. If it hasn�t make a point to call your customer and let him/her know that it is taking a bit longer then expected but that you haven�t forgotten about his/her issue. That will keep the customer happy because he/she realises that his/her issue matters and that someone cares about getting it resolved. This customer will not only come back but will most likely refer other people to your business. 7. Alternately, if your business were lucky enough to have a good helpdesk software, these cases would be easier to follow up with. For example, the first level of response would take the call and type in the complaint. If the issue isn�t resolved within the normal deadline, it is escalated to the next level - a manager. This second level should be able to solve the complaint and get back to the customer is due time.

7.When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer?

ASK FOR PERMISSION FIRST!

What is a thick client

Also called a (Fat client) is a regular desktop computer or laptop that is sometimes used as a client by a visualization server.

16. What are some things you can do to make your work at a help desk easier?

Be organized and know your limits with other fellow co-workers.

14. What is one thing you can do to help a caller who needs phone support and is not a competent computer user?

Be specific with your instructions

2. Of the five jobs in Question 1, which one job might never include interacting with the PC's primary user?

Bench technician

15. Describe what you should do when a customer complains to you about a product or service that your company provides.

Don't argue with them but find something that you can both agree on to ease and comfort the customer.

11. You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?

Go back over the basic questions and re-ask the customer so you can fix the problem. ASK A CO-WORKER!

6. When you arrive for an on-site service call, how important is your greeting? What would be a good greeting to start off a good business relationship?

Hello, I am ____, from ____. Explain to me the problem so I can do my best to get it fixed so you guys can get on with your day.

12. If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do?

Kindly ask them if you could use a local telephone to aid you in getting the repair done.

5. You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do?

Let them know. Apologize and arrange new date and time.

10. If you are about to make an on-site service call to a large financial organization, is it appropriate to show up in shorts and a T-shirt? Why or why not?

No, it's simply unprofessional.

1. Name five job roles that can all be categorized as a PC technician.

PC support technician, PC service technician, Technical retail associate, Bench technician, and Help-desk technician.

3. Assume that you are a customer who wants to have a PC repaired. List five main characteristics that you would want to see in your PC repair person.

Patient, Positive/helpful attitude, Good listener, Professional, Dependable.

8. What should you do after finishing your PC repair?

Put everything back together the way it was and clean up any mess. Then explain to the customer what you just did and what was malfunctioning. VERIFY EVERYTHING WORKS!

13. When someone calls your help desk, what is the first thing you should do?

Tell them who you are and who you work for. Then ask for their name and how you may assist them. IDENTIFY CALLER. VERIFY AUTHORIZED FOR WORK!

17. When applying for a position as a help desk technician you discover the job interview will happen by telephone. Why do you think the employer has chosen this method for the interview?

To actually see how you talk over the phone and if you have the right personality traits to be successful as a help desk technician.

9. What is a good strategy to follow if a conflict arises between you and your customer?

Treat others as you, yourself would like to be treated.

4. What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?

Try to resolve over the phone prior to making an appointment, atleast address the problem.

What is a thin client

is a computer that has an operating system but has little computer power and might only need to support a browser used to communicate with the server. the server does most of the processing for the thin client.

What is an expert system and what is used for?

is software that is designed and written to help solve problems. It uses databases of known facts and rules to simulate human experts reasoning's and decision making.