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Customer Support Principles
- Identify methods and tools that enable computer support to satisfy customers.
- Analyze trends in the computer support industry.
- Explain the role of the customer support technician.
- Compare verbal and nonverbal methods of communication.
- Define techniques for building rapport with customers.
- Explain how to ask effective questions in computer support.
- Identify active listening skills for resolving computer problems.
Electronic Messaging Technologies
- Explain the importance of technology within computer support.
- Identify advantages and disadvantages of an ARS.
- Describe how ownership strategies resolve computer support issues.
- Recall self-control strategies when communicating with a difficult customer.
- Identify customer support skills when working with difficult customers.
- Create training materials for new customer support technicians.
Local Support Technologies
- Describe telephone skills used for computer support.
- Identify hardware and software tools for localized computer support.
- List outcomes of exceptional customer service.
- Identify customer requirements and expectations for support services.
- Compare and contrast external and internal customers in computer support.
Computer Support Employees
- Differentiate between tasks of a frontline and an internal computer support workforce.
- Describe factors that yield employee satisfaction and heightened service quality.
Remote Support Technologies
- Identify hardware and software tools for remote computer support.
- List steps for selecting and implementing remote computer support technology.
- Define problem solving in a computer support environment.
- Apply behavioral and perceptual methods to resolve various support service problems.
- Identify the four steps of decision making when resolving support service conflicts.
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