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For more classes visitwww.snaptutorial.comIT 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 Week 4 CheckPoint Defining the Customer IT 284 Week 4 DQs IT 284 Week 5 CheckPoint Operational Differences IT 284 Week 5 Assignment The Needs of Customer and Customer Support Technicians IT 284 Week 6 CheckPoint Using Technology With Voice IT 284 Week 6 DQs IT 284 Week 7 Collaborative Assignment On and Offsite Support Strategies IT 284 Week 7 CheckPoint Phone Etiquette IT 284 Week 8 CheckPoint Dissecting the Problem IT 284 Week 8 DQs IT 284 Week 9 Capstone CheckPoint Establishing Seamless Support IT 284 Week 9 Final Project Handling Difficult Customers (powerpoint only) IT 284 Week 9 Final Project Handling Difficult Customers (paper only)

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IT 284 Course Success is a Tradition - snaptutorial.com

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It 284 course success is a tradition snaptutorial com

IT 284 Course Success is a Tradition -snaptutorial.com

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www.snaptutorial.com


It 284 course success is a tradition snaptutorial com1

IT 284 Entire Course

IT 284 Week 1 Assignment: Defining Computer Support

  • 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

  • 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.

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IT 284 Week 1 CheckPoint 1: The Customer Service Model

IT 284 Week 1 CheckPoint 2: Computer Support Dependencies

  • 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?

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. What affect does this support have on the functionality of these departments?

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IT 284 Week 2 CheckPoint: Communication Techniques

IT 284 Week 2 DQs

  • 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?

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 Course Success is a Tradition -snaptutorial.com


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IT 284 Week 3 Assignment: How to Communicate

IT 284 Week 3 CheckPoint: Using an ARS

  • 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.

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?

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IT 284 Week 4 CheckPoint: Defining the Customer

IT 284 Week 4 DQs

  • Write a 200- to 300-word response defining the various external customers found within computer support. How are these customers different from 006Fne another? How are the expectations of computer support different among various external customers?

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.

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IT 284 Week 5 Assignment: The Needs of Customer and Customer

IT 284 Week 5 CheckPoint: Operational Differences

  • 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.

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.

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IT 284 Week 6 CheckPoint: Using Technology With Voice

IT 284 Week 6 DQs

  • 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.

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?

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IT 284 Week 7 CheckPoint: Phone Etiquette

IT 284 Week 7 Collaborative Assignment: On and Offsite Support

  • 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

  • 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 Course Success is a Tradition -snaptutorial.com


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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

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?

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IT 284 Week 9 Capstone CheckPoint Establishing Seamless

IT 284 Week 9 Final Project Handling Difficult Customers

  • 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? How might the support specialist and customer both be satisfied if there has to be compromise from one side of the conversation?

  • 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:

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IT 284 Week 9 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

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IT 284 Course Success is a Tradition -snaptutorial.com

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