10.

Introduction
0
What is the relationship between communication skills and troubleshooting?
As a computer technician, you will not only fix computers but will also
interact with people. In fact, troubleshooting is as much about communicating
with the customer as it is about knowing how to fix a computer. In this
chapter, you will learn to use good communication skills as confidently as
you use a screwdriver.

After completing this chapter, you will meet these 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.

10.
Explain the relationship between communication and troubleshooting
1
Think of a time when you had to call a repair person to get something fixed.
Did it feel like an emergency to you? Did you appreciate it when the repair
person was sympathetic and responsive? Perhaps you had a bad experience
with a repair person. Are you likely to call that same person to fix a problem
again?

Good communication skills will enhance a technician's troubleshooting skills.

Both of these skill sets take time and experience to develop well. As your
hardware, software, and OS knowledge increases, your ability to quickly
determine a problem and find a solution will improve. The same principle
applies to developing communication skills. The more you practice good
communication skills, the more effective you will become when working with
customers. A knowledgeable technician who uses good communication skills
will always be in demand in the job market.

To troubleshoot a computer, you will need to learn the details of the problem
from the customer. Most people who need a computer problem fixed are
probably feeling some stress. If you establish a good rapport with the
 customer, the customer may relax a bit. A relaxed customer is more likely to
be able to provide the information that you need to determine the source of
the problem and then fix it.

Speaking directly with the customer is usually the first step in resolving the
computer problem. As a technician, you will also have access to several
communication and research tools. All of these resources can be used to help
gather information for the troubleshooting process.

10.
Explain the relationship between communication and troubleshooting
1
Think of a time when you had to call a repair person to get something fixed.
Did it feel like an emergency to you? Did you appreciate it when the repair
person was sympathetic and responsive? Perhaps you had a bad experience
with a repair person. Are you likely to call that same person to fix a problem
again?

Good communication skills will enhance a technician's troubleshooting skills.

Both of these skill sets take time and experience to develop well. As your
hardware, software, and OS knowledge increases, your ability to quickly
determine a problem and find a solution will improve. The same principle
applies to developing communication skills. The more you practice good
communication skills, the more effective you will become when working with
customers. A knowledgeable technician who uses good communication skills
will always be in demand in the job market.

To troubleshoot a computer, you will need to learn the details of the problem
from the customer. Most people who need a computer problem fixed are
probably feeling some stress. If you establish a good rapport with the
customer, the customer may relax a bit. A relaxed customer is more likely to
be able to provide the information that you need to determine the source of
the problem and then fix it.

Speaking directly with the customer is usually the first step in resolving the
computer problem. As a technician, you will also have access to several
communication and research tools. All of these resources can be used to help
gather information for the troubleshooting process.

10.
Describe good communication skills and professional behavior
2
Whether you are talking with a customer on the phone or in person, it is
important to communicate well and to represent yourself professionally. Your
professionalism and good communication skills will enhance your
creditability with the customer.

Your body language can be seen by your customer. A customer can hear your
sighs and sense that you are sneering, even over the phone. Conversely,
customers can also sense that you are smiling when you are speaking with
them on the phone. Many call-center technicians use a mirror at their desk to
monitor their facial expressions.

Successful technicians control their own reactions and emotions from one
customer call to the next. A good rule for all technicians to follow is that a
new customer call means a fresh start. Never carry your frustration from one
call to the next.

After completing this section, you will meet these objectives:

• Determine the computer problem of the customer.

• Display professional behavior with the customer.
• Focus the customer on the problem during the call.
• Use proper Netiquette.
• Implement time and stress management techniques.
• Observe service level agreements (SLAs).

• Follow business policies.

10.2 Describe good communication skills and professional behavior

10.2.
Determine the computer problem of the customer
1
One of the first tasks of the technician is to determine the type of computer
problem that the customer is experiencing.
Remember these three rules at the beginning of your conversation:

• Know – Call your customer by name

• Relate – Use brief communication to create a one-to-one connection
between you and your customer
• Understand – Determine the customer's level of knowledge about the
computer to know how to effectively communicate with the customer

To accomplish this, you should practice active listening skills. Allow the
customer to tell the whole story. During the time that the customer is
explaining the problem, occasionally interject some small word or phrase,
such as "I understand", "Yes", "I see", or "Okay." This behavior lets the
customer know that you are there and that you are listening. This is not the
same as interrupting the customer to ask a question or make a statement.

A technician should not interrupt the customer to ask a question or make a

statement. This is rude, disrespectful, and creates tension. Many times in a
conversation, you may find yourself thinking of what to say before the other
person finishes talking. When you do this, you are not really listening. As
practice, try listening carefully when other people speak, and let them finish
their thoughts.

After you have listened to the customer explain the whole problem, clarify
what the customer has said. This will help convince the customer that you
have heard and understand the situation. A good practice for clarification is to
paraphrase the customer's explanation by beginning with the words "Let me
see if I understand what you have told me…." This is a very effective tool
that shows the customer that you have listened and that you are concerned
with the issues.

After you have assured the customer that you understand the problem, you
will probably have to ask some follow-up questions. Make sure that these
questions are pertinent. Do not ask questions that the customer has already
answered while describing the problem. Doing this will only irritate the
customer and show that you were not listening.

Follow-up questions should be targeted, closed-ended questions based on the

information that you have already gathered. Closed-ended questions should
focus on obtaining specific information. The customer should be able to
answer with a simple "yes" or "no" or with a factual response such as,
"Windows XP Pro". Use all of the information that you have gathered from
the customer to continue filling out the work order.
10.2 Describe good communication skills and professional behavior
10.2.
Display professional behavior with the customer
2
When dealing with customers, it is necessary to be professional in all aspects
of your role. You must handle customers with respect and prompt attention.
When on a telephone, make sure that you know how to place a customer on
hold, as well as how to transfer a customer without losing the call. It is
important how you conduct the call, and your job is to help the customer
focus on and communicate the problem so that you can solve it.

Be positive when communicating with the customer. Tell the customer what
you can do. Do not focus on what you cannot do. Be prepared to explain
alternative ways that you can help them, such as e-mailing information,
faxing step-by-step instructions, or using remote control software to solve the
problem. Customers will quickly sense whether you are interested in helping
them.

Figure 1 outlines the process to follow before you put a customer on hold.
First, let the customer finish speaking. Then, explain that you have to put the
customer on hold, and ask the customer for permission to do so. When the
customer agrees to be put on hold, thank the customer. Tell your customer
that you will be away only a few minutes and explain what you will be doing
during that time.

Figure 2 outlines the process for transferring a call. Follow the same process
for a call transfer as you would when placing a customer on hold. Let the
customer finish talking and then explain that you have to transfer the call.
When the customer agrees to be transferred, tell the customer the phone
number that you are transferring the customer to. You should also tell the new
technician your name, the name of the customer that you are transferring, and
the related ticket number.

When dealing with customers, it is sometimes easier to explain what you

should not do. Observe the following list of things that you should not do
when communicating with a customer:

• Avoid minimizing customer problems

• Avoid using jargon, abbreviations, and acronyms
• Avoid a negative attitude or tone of voice
• Avoid arguing with customers or becoming defensive
• Avoid being judgmental, insulting, or calling the customer names
• Avoid distractions or interruptions when talking with customers
• Avoid unnecessary holds and abrupt holds
• Avoid transfers without explaining the purpose of the transfer and
getting customer consent
 • Avoid negative remarks about other technicians to the customer

Activity

Class Discussion
Demonstrate or discuss positive ways to say negative things

10.2 Describe good communication skills and professional behavior

10.2.
Focus the customer on the problem during the call
3
Part of your job is to focus the customer during the phone call. When you
focus the customer on the problem, it allows you to control the call. This will
make the best use of your time and the customer's time on troubleshooting the
problem. Do not take any comments personally and do not retaliate with any
comments or criticism. If you stay calm with the customer, finding a solution
to the problem will remain the focal point of the call.

Just as there are many different computer problems, there are many different
types of customers, as shown in Figure 1. The list of problem-customer types
below is not comprehensive and often a customer can display a combination
of traits. You will need to recognize which traits your customer exhibits.
Recognizing these traits will help you to manage the call accordingly.

Talkative Customer
A talkative customer discusses everything except the problem on the call. The
customer often uses the call as an opportunity to socialize. It can be difficult
to get a talkative customer to focus on the problem.

Rude Customer
A rude customer complains during the call and often makes negative
comments about the product, the service, and the technician. This type of
customer is sometimes abusive and uncooperative and gets aggravated very
easily.

Angry Customer
An angry customer talks loudly during the call and often tries to speak when
the technician is talking. Angry customers are usually frustrated that they
have a problem and upset that they have to call somebody to fix it.

Knowledgeable Customer
A knowledgeable customer wants to speak with a technician that is equally
experienced in computers. This type of customer usually tries to control the
call and does not want to speak with a level-one technician.

Inexperienced Customer
An inexperienced customer has difficulty describing the problem. These
customers are usually not able to follow directions correctly and not able to
communicate the errors that they encounter.

Activity

Class Discussion
Identify and discuss managing difficult customers

10.2 Describe good communication skills and professional behavior

10.2.
Use proper netiquette
4
Have you read a blog where two or three members have stopped discussing
the issue and are simply insulting each other? These are called "flame wars"
and they occur in blogs and e-mail threads. Have you ever wondered if they
would actually say those things to each other in person? Perhaps you have
received an e-mail that had no greeting or was written entirely in capital
letters. How did this make you feel while you were reading it?

As a technician, you should be professional in all communications with

customers. For e-mail and text communications, there is a set of personal and
business etiquette rules called Netiquette.

In addition to the e-mail and text Netiquette, there are general rules that apply
to all of your online interactions with customers and coworkers:

• Remember that you are dealing with people.

 • Adhere to the same standards of behavior that you follow in real life.
• Know where you are in cyberspace.
• Respect other people's time and bandwidth.
• Share expert knowledge.
• Do not engage in "flame wars" online.
• Respect other people's privacy.
• Be forgiving of other people's mistakes.

The list above is not comprehensive. What other general rules about online
communications can you think of?

10.2 Describe good communication skills and professional behavior

10.2.
Use proper netiquette
4
Have you read a blog where two or three members have stopped discussing
the issue and are simply insulting each other? These are called "flame wars"
and they occur in blogs and e-mail threads. Have you ever wondered if they
would actually say those things to each other in person? Perhaps you have
received an e-mail that had no greeting or was written entirely in capital
letters. How did this make you feel while you were reading it?

As a technician, you should be professional in all communications with

customers. For e-mail and text communications, there is a set of personal and
business etiquette rules called Netiquette.

In addition to the e-mail and text Netiquette, there are general rules that apply
to all of your online interactions with customers and coworkers:

• Remember that you are dealing with people.

• Adhere to the same standards of behavior that you follow in real life.
• Know where you are in cyberspace.
• Respect other people's time and bandwidth.
• Share expert knowledge.
• Do not engage in "flame wars" online.
• Respect other people's privacy.
• Be forgiving of other people's mistakes.

The list above is not comprehensive. What other general rules about online
communications can you think of?
10.2 Describe good communication skills and professional behavior
10.2.
Implement time and stress management techniques
5
As a technician, you are a very busy person. It is important for your own
well-being to use proper time and stress management techniques.

Workstation Ergonomics
The ergonomics of your work area can help you do your job or make it more
difficult. Because you may spend a major portion of your day at your
workstation, make sure that the desk layout works well, as shown in Figure 1.
Have your headset and phone in a position that is both easy to reach and easy
to use. Your chair should be adjusted to a height that is comfortable. Adjust
your computer screen to a comfortable angle so that you do not have to tilt
your head up or down to see it. Make sure your keyboard and mouse are also
in a position that is comfortable for you. You should not have to bend your
wrist in order to type. If possible, try to minimize external distractions such as
noise.

Time Management
For time management, it is important to prioritize your activities. Make sure
that you carefully follow the business policy of your company. The company
policy may state that you must take "down" calls first, even though they may
be harder to solve. A "down" call usually means that a server is not working
and the entire office or company is waiting for the problem to be resolved in
order to resume business.

If you have to call back a customer, make sure that you do it as close to the
callback time as possible. Keep a list of callback customers and check them
off one at a time as you complete these calls. Doing this will ensure that you
do not forget a customer.

When working with many customers, do not give favorite customers faster or
better service. When reviewing the call boards, do not take only the easy
customer calls. See Figure 2 for a sample customer call board. Do not take the
call of another technician unless you have permission to do so.

Stress Management
For stress management, take a moment to compose yourself between
customer calls. Every call should be independent of each other, and you
should not carry any frustrations from one call to the next.

You may have to do some physical activity to relieve stress. You should stand
up and take a short walk. Do a few simple stretch movements or squeeze a
tension ball. Take a break if you can, and try to relax. You will then be ready
to answer the next customer call effectively.
Figure 3 shows ways to relax. Can you think of any other appropriate
activities that might relieve stress at work?