547604
Description
Mind Map by stefany.paezmor-, updated more than 1 year ago
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Created by stefany.paezmor-
almost 11 years ago
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The IT Technician
- Communication skills and
the IT Professional
- Technician Resources.
- Personal Experience.
- Scripts
- Websites
- Search Engines
- Online FAQs
- Co-workers
- Support vendors
- Diagnostic repair tools
- Manufacturer manuals
- Email
- Email
- Manufacturer manuals
- Diagnostic repair tools
- Support vendors
- Co-workers
- Online FAQs
- Search Engines
- Websites
- Scripts
- Personal Experience.
- Technician Resources.
- Communication
and
Troubleshooting
- when talking to the costumer on the
phone it is really important to
communicate well and represent
yourself professionally.
- when talking to the costumer on the
phone it is really important to
communicate well and represent
yourself professionally.
- Determine the Problem
- Know
- you should always call your
costumer by their name
- when the costumer is explaining you should
always answer them with a short word like:
okay, yes
- you should always call your
costumer by their name
- Relate
- Use short communication to make one and
one connection between you and the
costumer
- A technician should never interrupt when the costumer is
talking, it will be rude and disrespectful
- Use short communication to make one and
one connection between you and the
costumer
- Understand
- Know how good the costumer is with
computer knowledge
- When the costumer finish explaining what the
problem is you should always clarify what the
costumer has just said, this will let them know you
have listened to them.
- Know how good the costumer is with
computer knowledge
- Know
- Cyber Law
- Computer security professionals are affected by the cyber
law. To collect date from computers, data storage devices,
networks and wireless communication. Cyber law explains the circumstances.
- Computer security professionals are affected by the cyber
law. To collect date from computers, data storage devices,
networks and wireless communication. Cyber law explains the circumstances.
- Types of difficult costumer
- Talk active
- During the call, a talkative customer discusses everything
except the problem. The customer often uses the call as an
opportunity to socialize. It can be difficult to get a talkative
customer to focus on the problem.
- Rude
- A rude customer complains during the call and
often makes negative comments about the
product, the service, and the technician. This
type of customer is sometimes abusive and
uncooperative and gets aggravated very easily.
- Knowledgable
- A knowledgeable customer wants to speak with a technician that
is equally experienced in computers. This type of customer
usually tries to control the call and does not want to speak with a
level one technician.
- Inexperienced
- An inexperienced customer has difficulty describing the problem.
These customers are usually not able to follow directions correctly
and not able to communicate the errors that they encounter.
- An inexperienced customer has difficulty describing the problem.
These customers are usually not able to follow directions correctly
and not able to communicate the errors that they encounter.
- A knowledgeable customer wants to speak with a technician that
is equally experienced in computers. This type of customer
usually tries to control the call and does not want to speak with a
level one technician.
- A rude customer complains during the call and
often makes negative comments about the
product, the service, and the technician. This
type of customer is sometimes abusive and
uncooperative and gets aggravated very easily.
- During the call, a talkative customer discusses everything
except the problem. The customer often uses the call as an
opportunity to socialize. It can be difficult to get a talkative
customer to focus on the problem.
- Talk active
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