Provide ICT Advice to Clients Flashcards
What is the difference between internal and external clients?
Internal are those who are within the organisation, while external are people calling for support for a product/service.
Describe 3 advantages to using a database to store call log information.
- Reports can be easily generated.
- An unlimited number (limited by RAM & HDD) of entries can be made.
- Faster opening and searching through large files.
Provide one example of each type of call problem - hardware, software, network and training
Hardware: printer is printing pages unaligned on the page.
Software: slow performance.
Network and Training: can’t connect a device to Wi-Fi
Describe 2 aspects of active listening.
- Relaying what’s been said to ensure the client understands their issue.
- Use of body language to reassure clients.
Why is it important to get as much detail about the problem as possible from the client?
So that you can solve the issue faster, & prevent the need for an on-site examination.
Why should technical support staff avoid using jargon when assisting clients?
So that they don’t confuse their clients.
What is an ‘on-site examination’?
One where the technician goes to where the issue is normally located so that they can see what it is and deduce possible solutions.
Identify and explain some constraints that may apply to the provision of ICT advice/support in a workplace.
- Time: Not everyone is available so it can be difficult to find a time to meet with a ICT professional.
- Costs: High costs can deter clients from getting ICT advice and service.
- Location: There may not be any place to get ICT support in the area.
- Expertise: There may not be anyone with expertise in the area that you’re located to get ICT support.
Identify three factors to consider when designing and creating an appropriate feedback form.
- User’s/client’s level
- Using an active voice
- Using correct spelling, grammar and punctuation
List four actions that a Help Desk can take when investigating an issue for a client.
- Consider the level of support, number of clients and their levels.
- Read up on any documentation such as manufacturer’s manuals and warranties,
- Determine what hardware and software is being used.
- Determine what the hardware and software are being used for.
check logs for similar issues, research if common problem, consult with colleagues.
Help Desk staff use call logs to record their tasks. List, and explain, two other documents that Help Desk staff use to undertake and complete tasks.
- User manuals, flowcharts, any jkind of support documentiation to solve issues, procedure documents.
- Warranty Information: to see if the client is legible for a warranty.
A Help Desk service provider wants to give a client information about using remote desktop software to provide assistance.
Describe one advantage and one disadvantage of having the Help Desk located away from the client’s business location.
Advantage:
- speedier response because simpler
- won’t be at a counter
- expert advice
- probably cheaper
- don’t have to have a dedicated area
Disadvantage:
- could take longer if something that needs to be physicall attneded to
- external company may not have the expertise or history with your device/organisation.
- if they have to come on site it can be more $$$
When a person starts to complain about a business to others, what effect does this cause and resulting effect can this have on the business?
By spreading the awareness of one’s complaints, it makes other possible clients deter from the company because of what they’ve heard about it. In turn, this can reduce the number of clients that come to the business for a service or product.
What are the five key attributes required when dealing with a client’s complaint?
- Attentive listening
- Sincere & careful questioning to understand the complaint
- Sympathy towards them and their situation
- Honesty in your responses
- A genuine desire to resolve the issue
What are the three possible elements on which the complaint is based?
- Facts
- Emotions
- A combination of both
In a technical sense what are the two types of complaints?
- Product
2. Service
What were the five recommended steps in resolving a client’s complaint?
L S A D F
- Listening attentively to the client.
- Searching for facts and calming the client if agitated.
- Apologising for any inconvenience or stress that may have been caused by the issue.
- Deciding a course of action to resolve the issue.
- Following up on the process until the client is satisfied.
What are four recommendations that you could use to calm down a frustrated client?
- Giving the client your undivided attention.
- Asking for their name and using it throughout the conversation.
- Get a feel of their aggravation through their body language.
- Not cutting the client off mid-sentence and hearing them out before making a statement.
It has been recommended that one should apologise to a client even if the problem is the client’s fault.
What should a person be careful of when making any apology to a client?
They should be careful in what they’re apologising for. It should be made clear that you shouldn’t be taking the blame for the issue, but only apologising for the inconvenience that has been caused from the issue.
What were the five recommended steps for following through on a complaint resolution?
- Make sure that the client understands the course of action being taken by the business in order to resolve their issue.
- Make sure that the client is happy with the end result. If this doesn’t happen, try to search for a compromise and meet in the middle.
- Take quick action and complete any documentation relating to the issue accurately.
- Make sure to follow up with the client
- Stay in touch with the client and provide any additional help afterwards to maintain a good relationship and create customer loyalty.
Why can a business learn from client complaints?
They can use it to understand that there is an issue with the service/product that they are giving out to their clients.
By noticing this, the company will be able to use the complaints as a stepping stone to understand the issues and take the constructive criticism in order to better their business.
Why is benchmarking important for a help desk?
They would be able to compare their responses and resolution times to other service department benchmarks.
It also gives the business insight on the things that they need to improve on.
Describe two measures that could be used to demonstrate the improvement of a help desk service.
- Could do an interview, focus groups, look at help desk logs → if less issues which have been logged so the service has improved.
- Overall stats about resolution time. Might be because issues are being solved faster.
- Comparing things like resolution time with benchmarks to another business.
What are some ways of gathering customer feedback?
- Surveys/customer satisfaction forms
- Machine with ratings (Likert scale)
- Interview them: phone calls, emails, face-to-face
- Focus groups
