IT 284 UOP Course Material IT 284 Entire Course IT 284 Week 9 Final Project • IT 284 Week 1 CheckPoint1 • IT 284 Week 1 CheckPoint2 • IT 284 Week 1 Assignment • IT 284 Week 2 CheckPoint • IT 284 Week 2 DQs • IT 284 Week 3 Assignment • IT 284 Week 3 CheckPoint • IT 284 Week 4 CheckPoint • IT 284 Week 4 DQs • IT 284 Week 5 CheckPoint • IT 284 Week 5 Assignment • 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 • Mistaken customers • Problem customers
IT 284 UOP Course Material IT 284 Week 1 Assignment Defining Computer Support IT 284 Week 1 CheckPoint 1 The Customer Service Model • 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 • Distinction between internal versus external users and their requirements • Current trends within computer support • 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?
IT 284 UOP Course Material IT 284 Week 1 CheckPoint 2 Computer Support Dependencies IT 284 Week 2 CheckPoint Communication Techniques • Include how computer support interrelates with various departments such as HR, finance, marketing, and operations. What 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. • How might the different communication skills, referred to in the text, facilitate rapport? Provide an example, during your current or past employment, of a time when you were required to use communication skills to build the trust of your customer. Were you successful? Explain your answer.
IT 284 UOP Course Material IT 284 Week 2 DQs IT 284 Week 3 Assignment How to Communicate • Body language conveys nonverbal cues to the recipient of any given communication. Explain the five nonverbal methods of communication identified within the text. How do nonverbal cues enable support technicians when resolving customer concerns? Specify • The 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
IT 284 UOP Course Material IT 284 Week 3 CheckPoint Using an ARS IT 284 Week 4 CheckPoint Defining the Customer • 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? What other technologies may be used to facilitate computer support, and how are they important? • 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?
IT 284 UOP Course Material IT 284 Week 4 DQs IT 284 Week 5 Assignment The Needs of Customer • What would you have done differently to ensure these needs and expectations were upheld? • What is the difference between internal and external customers? How do their needs relate to one another? How does computer support differ for internal and external customers • Your paper must include aspects pertaining to the satisfaction and the perceived expectations of each party. In addition, describe measurable outcomes from both the employee and customer when exceptional customer support is provided
IT 284 UOP Course Material IT 284 Week 5 Checkpoint Operational Differences IT 284 Week 6 Checkpoint Using Technology With Voice • 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. • 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.
IT 284 UOP Course Material IT 284 Week 6 DQs IT 284 Week 7 Collaborative Assignment On and Offsite Support Strategies • IT 284 Week 7 Checkpoint Phone Etiquette • The following components must also be addressed in each analysis: • Support software needed • Required hardware • Cost of support • Skills required • Steps for selecting and implementing technology
IT 284 UOP Course Material IT 284 Week 8 Checkpoint Dissecting the Problem IT 284 Week 8 DQs • 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:o Define problem solving within a computer support environment.o Identify the four-step conflict resolution process and how other problem solving methods build upon this strategy • Dealing with consumer problems is an imperative component of professional customer support. List various behavioral and perceptual methods used to help minimize such inquiries from these consumers. How might these methods empower customers while satisfying their needs? Explain your answer
IT 284 UOP Course Material IT 284 Week 9 Capstone Checkpoint Establishing Seamless Support IT 284 Week 7 CheckPoint Phone Etiquette • Within the text, what components of the problem solving strategy have the greatest effect within a computer support atmosphere? How might the support specialist and customer both be satisfied if there has to be compromise from one side of the conversation? • Discuss best practices used in pre greeting, 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
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