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IT Essentials PC Hardware  and Software 4.1  Instructional Resource  Chapter 10: Communication  SkillsPresentation_ID     ...
Chapter 10: Objectives            Explain the relationship between communication and troubleshooting.            Describ...
Chapter 10: Critical Concepts            What is this chapter about and why is it important?            According to tho...
Chapter 10: Activities            What activities are associated with this chapter?                  10.1 Worksheet: Tech...
Chapter 10: New Terms            What terms are introduced in this chapter?                  netiquette                  ...
Chapter 10: Changes            What has changed from the previous version (4.0) of ITEPC?                  Page 10.2.1 De...
Chapter 10: Changes (continued)            What has changed from the previous version (4.0) of ITEPC?                  Pa...
Chapter 10: Classroom Management            Have the students examine their own learning styles to see how that might rel...
Chapter 10: Teaching Analogies            The customer service role of a computer technician is similar to the customer  ...
Chapter 10: Suggested Class Discussions                 How should technicians deal with customers on the phone, in perso...
Chapter 10: Best Practices                     Visit a call center of any type to observe best practices of customer serv...
Chapter 10: Outside Reading                  Support at Cisco                  http://www.cisco.com/cisco/web/support/inde...
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   13
Presentation_ID   © 2008 Cisco Systems, Inc. All rights reserved.   Cisco Confidential   14
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ITE - Chapter 10

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Transcript of "ITE - Chapter 10"

  1. 1. IT Essentials PC Hardware and Software 4.1 Instructional Resource Chapter 10: Communication SkillsPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 1
  2. 2. Chapter 10: 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.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 2
  3. 3. Chapter 10: Critical Concepts  What is this chapter about and why is it important?  According to those that hire students, communication is as important as technical skills for a technician; but for many of those drawn to the technical world, communication is their weakest skill. Communication skills can be practiced and improved upon. These skills are also critical for obtaining a job. Although many technical teachers would rather teach technical subjects than soft skills such as communication, it is imperative for the instructor to realize the importance of communication skills and spend appropriate class time on this topic. The teacher must also work at making this chapter very engaging to students, because they will probably consider it less interesting than the technical material.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 3
  4. 4. Chapter 10: Activities  What activities are associated with this chapter? 10.1 Worksheet: Technician Resources Chapter 10 QuizPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 4
  5. 5. Chapter 10: New Terms  What terms are introduced in this chapter? netiquette 10.2.4 Service Level Agreement (SLA) 10.2Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 5
  6. 6. Chapter 10: Changes  What has changed from the previous version (4.0) of ITEPC? Page 10.2.1 Determine the computer problem of the customer • Ask open-ended questions to narrow the scope of the problem Page 10.2.2 Display professional behavior with the customer • Avoid using jargon, abbreviations, acronyms, and slang • Avoid culturally insensitive remarks • Avoid taking personal calls when talking with customers • Avoid talking to co-workers about unrelated subjects when talking with the customer Page 10.2.5 Implement time and stress management techniques • Complete callbacks on time • Prioritize your support activitiesPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 6
  7. 7. Chapter 10: Changes (continued)  What has changed from the previous version (4.0) of ITEPC? Page 10.2.7 Follow business policies • Arrive at your workstation on time and early enough to become prepared • Contact the customer if you are going to be late for an appointment • Set and meet a reasonable timeline for the call or appointment and communicate this to the customer • Offer different repair or replacement options to the customer • Give the customer proper documentation on all services provided • Follow up with the customer at a later date to verify satisfactionPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 7
  8. 8. Chapter 10: Classroom Management  Have the students examine their own learning styles to see how that might relate to the ability of a technician to communicate better. Do an Internet search on the following key words: Abiator Learning Style Inventory. Have the students explain a computer problem appropriately to someone who learns better from visuals, to someone who learns better via audio, and to someone who learns better via hands on interaction.  Have one student be the computer user with a problem and another student be the technician. If possible, record the student role play for future class discussions. The student computer users should simulate users with the following attitudes and knowledge: –angry –confused and inexperienced with a computer –knowledgeable and experienced with a computer –evasive about the actions that caused the problemPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 8
  9. 9. Chapter 10: Teaching Analogies  The customer service role of a computer technician is similar to the customer service role of a waiter. A computer technician asking about a computer problem is like a waiter is taking a customer’s order for lunch. A computer technician providing the steps to solve the computer problem is like the waiter is providing the cook with the specifics of the lunch order. A computer technician that has solved the problem is similar to a waiter that has delivered the food to a customer.Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 9
  10. 10. Chapter 10: Suggested Class Discussions  How should technicians deal with customers on the phone, in person, and with email?  What are some of the most common mistakes that technicians make when they communicate with customers?  What are some of the most common time-management strategies for the technician?  What are some personal experiences, both positive and negative, that students have had with support technicians?Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 10
  11. 11. Chapter 10: Best Practices  Visit a call center of any type to observe best practices of customer service technicians.  Search the Internet for technical support calls. Ensure the call uses proper language and is appropriate for the classroom.  Have the students shadow a technician for a day and report to the class on how communications skills were important for the person they shadowed.  Ask students if they prefer to work with ideas, people, or things. Why is this preferred?Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 11
  12. 12. Chapter 10: Outside Reading Support at Cisco http://www.cisco.com/cisco/web/support/index.htmlPresentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 12
  13. 13. Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 13
  14. 14. Presentation_ID © 2008 Cisco Systems, Inc. All rights reserved. Cisco Confidential 14

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