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IT 284 UOP Course Tutorial IT 284 Entire Course IT 284 Capstone CheckPoint Establishing Seamless Support Enterprise computer support has experienced on-going development to better serve various consumer bases. Write a 200- to 300-word response encompassing strategies that would help minimize miscommunication between the two parties. Within the text, what components of the problem solving strategy have the greatest effect within a computer support atmosphere? • IT 284 Week 1 CheckPoint 1: The Customer Service Model • IT 284 Week 1 CheckPoint 2: Computer Support Dependencies • IT 284 Week 1 Assignment: Defining Computer Support • IT 284 Week 2 CheckPoint: Communication Techniques • IT 284 Week 2 DQs • IT 284 Week 3 Assignment: How to Communicate • IT 284 Week 3 CheckPoint: Using an ARS
IT 284 UOP Course Tutorial IT 284 Final Project Handling Difficult Customers (paper only) IT 284 Final Project Handling Difficult Customers Resource: Appendix A 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 complaint behaviors and address how you would resolve them using the following concepts: Consumer emotions Ownership strategies Self-control strategies Adaptation • Resource: Appendix A • 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 complaint behaviors and address how you would resolve them using the following concepts: • Consumer emotions • Ownership strategies • Self-control strategies • Adaptation
IT 284 UOP Course Tutorial IT 284 Week 1 Assignment Defining Computer Support IT 284 Week 1 CheckPoint 1 The Customer Service Model Write a 200- to 300-word response to the following: As a customer support technician, there are many tools that facilitate prominent communication between the employee and the consumer. Include the components of the customer service model identified within your text. How would you use them to develop a customer experience strategy? • Research, using at least 3 references, and Write, in APA format, a 700-word paper in response to the following: • You are a support technician manager building a help desk team. Your primary operation is to service customers with both 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
IT 284 UOP Course Tutorial IT 284 Week 1 CheckPoint 2 Computer Support Dependencies IT 284 Week 2 CheckPoint Communication Techniques Write a 200- to 300-word response to the following: Building rapport with your customer is an inevitable component of computer support. Include the different techniques used to acquire and uphold the trust of your customer. How might the different communication skills, referred to in the text, facilitate rapport? • Write a 200- to 300-word response to the following: Computer support plays a vital role in an organization’s operations. • Include how computer support interrelates with various departments such as HR, finance, marketing, and operations. • hat affect does this support have on the functionality of these departments? • Identify possible consequences that an organization may endure if its computer support lacks development.
IT 284 UOP Course Tutorial IT 284 Week 2 DQs IT 284 Week 3 Assignment How to Communicate Consider the following scenario: Note that communication is a key component to professional customer service. 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. • What are some trends that computer support has witnessed over the past 10 years? • How does the cost benefit of operating a help desk affect the utility of service support? • What computer support trends have you witnessed in your work experience? • How has this helped productivity within your organization? Explain your answer.
IT 284 UOP Course Tutorial IT 284 Week 3 CheckPoint Using an ARS IT 284 Week 4 CheckPoint Defining the Customer Write a 200- to 300-word response defining the various external customers found within computer support. How are these customers different from one another? How are the expectations of computer support different among various external customers? • Write a 200- to 300-word response to the following: The usage of an automated response system (ARS) enables problem identification by directing the customer to the 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 the support services
IT 284 UOP Course Tutorial IT 284 Week 4 DQs IT 284 Week 5 Assignment Research, using at least 3 references, and Write, in APA format, a 700-word paper responding to the following: Customers and customer support employees 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 • Organizations may not always know the needs or expectations of their consumers. • What are considerations an organization must acknowledge when assessing these and how do they relate to each other? • Provide an example of a current or past work experience when your organization lost sight of the underlying needs and expectations of your customer.
IT 284 UOP Course Tutorial IT 284 Week 5 CheckPoint Operational Differences IT 284 Week 6 CheckPoint Using Technology With Voice Write a 200- to 300-word response to the following: Local computer support provides an over-the-phone experience for the customer in need of problem resolution. Include the disadvantages of not seeing the customer face-to-face? How does technology enrich the customer’s phone experience? Explain your answer. • Write a 200- to 300-word response identifying how the tasks of an internal and frontline computer support technician differ. How • do these differences affect the level of employee satisfaction? • What factors are involved when satisfying your employees? Explain your answer.
IT 284 UOP Course Tutorial IT 284 Week 6 DQs IT 284 Week 7 CheckPoint Phone Etiquette Write a 200- to 300-word response to the following: Effective telephone communication is an expected attribute within 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 • Computer applications help minimize the communication barriers experienced over the phone throughout the support process. • How do they maximize the support technician’s efficiency? • Explain a current or past work experience where you used both phone and a computer application to facilitate a customer. • How did this affect your perception of the level of customer service received?
IT 284 UOP Course Tutorial IT 284 Week 7 Collaborative Assignment IT 284 Week 8 CheckPoint Dissecting the Problem Write a 200- to 300-word essay in response to the following: Conflict resolution strategies help minimize the time required for problem solving computer support issues. Do the following: Define problem solving within a computer support environment. Identify the four-step conflict resolution process and how other problem solving methods build upon this strategy • Read each of the two troubleshooting scenarios: • Scenario 1: Steve recently purchased a new computer from the 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.
IT 284 UOP Course Tutorial IT 284 Week 8 DQs • Serving Internal and External Customers offers problem resolution and recovery strategies used to diffuse disgruntled customers. • What are these strategies and why are they dependent on the type of consumer in need of support? • How are these tools affected when the support is solely over the phone? • How must the computer support specialist compensate when there is no face-to-face interaction with the customer? Explain your answer.
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