IT 284 Focus Dreams/uophelp.com

1. IT 284 Focus Dreams/uophelp.com for more course tutorials visit www.uophelp.com

2. IT 284 Focus Dreams/uophelp.com IT 284 Capstone CheckPoint: Establishing Seamless Support For more course tutorials visit www.uophelp.com • Enterprise computer support has experienced on-going development to better serve various consumer bases. • 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?

3. IT 284 Focus Dreams/uophelp.com IT 284 Entire Course For more course tutorials visit www.uophelp.com • 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 • 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

4. IT 284 Focus Dreams/uophelp.com IT 284 Final Project: Handling Difficult Customers (paper only) For more course tutorials visit www.uophelp.com • 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 • Ownership strategies • Self-control strategies • Adaptation • Mistaken customers

5. IT 284 Focus Dreams/uophelp.com IT 284 Final Project: Handling Difficult Customers (powerpoint only) For more course tutorials visit www.uophelp.com • 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 • Ownership strategies • Self-control strategies • Adaptation • Mistaken customers • Problem customers

6. IT 284 Focus Dreams/uophelp.com IT 284 Week 1 Assignment: Defining Computer Support For more course tutorials visit www.uophelp.com • 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. Explain the position of a help desk worker to your newly-hired employees. 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

7. IT 284 Focus Dreams/uophelp.com IT 284 Week 1 CheckPoint 1: The Customer Service Model For more course tutorials visit www.uophelp.com • 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?

8. IT 284 Focus Dreams/uophelp.com IT 284 Week 1 CheckPoint 2: Computer Support Dependencies For more course tutorials visit www.uophelp.com • 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? Identify possible consequences that an organization may endure if its computer support lacks development.

9. IT 284 Focus Dreams/uophelp.com IT 284 Week 2 CheckPoint: Communication Techniques For more course tutorials visit www.uophelp.com • 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? 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.

10. IT 284 Focus Dreams/uophelp.com IT 284 Week 2 DQs For more course tutorials visit www.uophelp.com • 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. • 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

11. IT 284 Focus Dreams/uophelp.com IT 284 Week 3 Assignment: How to Communicate For more course tutorials visit www.uophelp.com • 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. • Research, using at least 3 references, and Write, in APA format, a 700- to 1,050-word description of an approach, without solving the issue, which might be used to build a relationship with Bill. 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

12. IT 284 Focus Dreams/uophelp.com IT 284 Week 3 CheckPoint: Using an ARS For more course tutorials visit www.uophelp.com • 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? What other technologies may be used to facilitate computer support, and how are they important

13. IT 284 Focus Dreams/uophelp.com IT 284 Week 4 CheckPoint: Defining the Customer For more course tutorials visit www.uophelp.com • 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?

14. IT 284 Focus Dreams/uophelp.com IT 284 Week 4 DQs For more course tutorials visit www.uophelp.com • 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. 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

15. IT 284 Focus Dreams/uophelp.com IT 284 Week 5 Assignment: The Needs of Customer and Customer Support Technicians For more course tutorials visit www.uophelp.com • 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. In addition, describe measurable outcomes from both the employee and customer when exceptional customer support is provided

16. IT 284 Focus Dreams/uophelp.com IT 284 Week 5 CheckPoint: Operational Differences For more course tutorials visit www.uophelp.com • 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.

17. IT 284 Focus Dreams/uophelp.com IT 284 Week 6 CheckPoint: Using Technology With Voice For more course tutorials visit www.uophelp.com • 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.

18. IT 284 Focus Dreams/uophelp.com IT 284 Week 6 DQs For more course tutorials visit www.uophelp.com • 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? • Onsite computer support has transitioned from a free service to one that is fee-based over the past years. Now that many companies charge to come to customer’s homes, how does this affect the customer’s expectations on the quality of the service? Aside from the monetary opportunities, why are companies branching into this industry? What implications must be considered when diversifying services using one brand? Explain your answer

19. IT 284 Focus Dreams/uophelp.com IT 284 Week 7 CheckPoint: Phone Etiquette For more course tutorials visit www.uophelp.com • 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

20. IT 284 Focus Dreams/uophelp.com IT 284 Week 7 Collaborative Assignment: On and Offsite Support Strategies For more course tutorials visit www.uophelp.com • 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. • Scenario 2: You are a service representative at a company that manufactures computers for financial applications. Katie, a branch manager for a bank, calls you and says that all of her POS terminals have quit working. Each terminal runs using Windows XP and is connected to the bank’s network. Katie has no working knowledge on these stations and cannot resume operations without them.

21. IT 284 Focus Dreams/uophelp.com IT 284 Week 8 CheckPoint: Dissecting the Problem For more course tutorials visit www.uophelp.com • 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

22. IT 284 Focus Dreams/uophelp.com IT 284 Week 8 DQs For more course tutorials visit www.uophelp.com • 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? How must the computer support specialist compensate when there is no face-to-face interaction with the customer? Explain your answer. 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

23. IT 284 Focus Dreams/uophelp.com for more course tutorials visit www.uophelp.com