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PC Support & Repair

This chapter provides essential objectives for mastering communication skills in technical support and repair. Learn the vital link between effective communication and troubleshooting, discover key professional behaviors, and understand the ethical and legal responsibilities in technology service roles. With practical strategies for establishing rapport with stressed customers and managing calls efficiently, you will improve problem-solving ability. Explore the structured communication techniques that make interactions smoother and elevate customer satisfaction, while also observing service agreements and professionalism.

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PC Support & Repair

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  1. PC Support & Repair Chapter 10 Communication Skills

  2. Objectives • After completing this chapter, you will meet these objectives: • Explain the relationship between communication and troubleshooting. • Describe good communication skills and professional behavior. • Explain ethics and legal aspects of working with computer technology. • Describe the call center environment and technician responsibilities.

  3. Technician A knowledgeable technician who will always be in demand in the job market.

  4. Communication & Troubleshooting • Your troubleshooting skills get better over time • Good communication= easier to solve problems • Easier to get info from customer • Saves time • Makes customer happy

  5. Communication & Troubleshooting • Customer is STRESSED! • Establish a good rapport • Helps customer relax • Then they can give you better info • 1st Step: Speak directly to customer • Then, use your resources

  6. Worksheet • 10.1 • Research a Resource

  7. Professional Behavior • Determine the computer problem of the customer. • Display professional behavior with the customer. • Focus the customer on the problem during the call. • Use proper Netiquette. • Implement time and stress management techniques. • Observe Service Level Agreements (SLAs). • Follow business policies.

  8. Determine the Problem • 3 rules: • Call customer by name • Use brief communication to create a one-to-one connection • Determine the customer's level of knowledge about the computer to know how to effectively communicate

  9. Using the 3 Rules • Allow customer to tell whole story • Say “I Understand”, “Yes”, “I See” (Sympathize) • Why say that during story? • DO NOT interrupt customer • Clarify what the customer said • "Let me see if I understand what you have told me…“ • What does this show? • Ask follow-up questions • Ask closed-ended questions • DO NOT ask question they already answered • What does this do?

  10. Behavior • Be positive • What CAN you do, not what you can’t do • Be prepared to use alternate ways to help • Email or fax instructions, remote connection • Placing on HOLD • Transferring a call

  11. DO NOT do to a customer

  12. Challenge • Come up with POSITIVE ways to say negative things.

  13. On the Phone • Focus the customer on the problem • Do not take any comments personally • Do not retaliate with any comments or criticism • If you stay calm with the customer, finding a solution to the problem will remain the focal point of the call

  14. Customer Types

  15. Sample Situations

  16. Netiquette • Be professional in ALL communications • Begin with a nice greeting • Avoid “flame wars”

  17. Review • T or F. Refer to the customer by name to establish a good rapport. • TRUE • T or F. Interrupt the customer to get your questions in. • FALSE • What are two good characteristics to get a call center job? • Listen well & be professional all the time

  18. Review • Your customer is too talkative. What type of questioning will allow you to regain control? • CLOSED-ENDED • T or F. Your customer is very angry. Do not let him complain about the problem or company as it will only make the situation worse. • FALSE • “I understand how that can be frustrating” is an example of what? • Sympathizing with the angry customer

  19. Time & Stress Management • Time • Take “Down” calls first • Call back customers at promised time (or close) • Don’t take “favorite” customers or easy calls • Stress • Compose self between calls • Take a quick walk • Relaxed breathing • Listen to soothing sounds

  20. Observe SLA’s • Service contract • Response times • Equipment supported • Software supported • Cost • Time of availability • Service location • Diagnostics • Some issues may require escalation • Needs management decisions

  21. Ethics • Respect customers & their property • Emails, passwords, files, private info • Legalities • No changes without customer permission • Do not access their private accounts/files • Do not install, copy, or share content • Do use services for private use (or make available) • Do not use company equipment for illegal activities

  22. Tech Responsibilities • Describe level-one technician responsibilities. • Describe level-two technician responsibilities.

  23. Level One Tech • Gather info from customer • Document on a word-order/ticket • Prioritize the problems • Takes care of simple problems • Can escalate to Level Two

  24. Level Two Tech • More knowledgeable • Gets an escalated work order

  25. Review- 11 Questions

  26. PC Support & Repair Chapter 10 Communication Skills

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