In the world of Information Technology, Support Specialists work with a wide variety of customers. Many of our customers' are unfamiliar with the computer and how to troubleshoot issues specific to their software. By providing customers’ with documented tutorials and training sessions, known as in-services, it will help decrease confusion, increase their comfort level, assist in providing more accurate information and educate them on department software and basic computer knowledge.
As a Support Specialist, I have firsthand experience with the communication barrier between customers and IT Professionals. Many employees are trained within their field. Rarely are they expected to possess the basic computer knowledge needed to function outside of their department software. Therefore, when a technical issue is reported to IT Support, the customers’ unfamiliarity with fundamental PC knowledge makes it difficult for both to communicate effectively. When looking into most issues, customers’ generally give ambiguous responses stating “My Computer doesn’t work.” For the IT Professional, one may think the customer is saying their computer has no power, the PC has suddenly stopped working or it will not power on. As we begin to dig deeper, we often discover that the problem is not the computer, but more specific to the software being used. In comparison, customers state that their application doesn’t work and we ultimately determine they are having issues with the computer, which has the potential to affect the entire system. At this moment as well as with most cases, it becomes apparent that additional steps are needed to gain insight on what issues the user is actually encountering. The IT professional will need to strategize a plan t...
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...ons when an issue occurs. Offering training not only reduces any educational gap but also allows the IT professional to see how the customer uses the software on a given. It also creates and understanding for the IT person concerning the jargon that the customer uses as well. The creation of tutorials not only helps the customer to understand on a more personal note but also to retain that knowledge to train future employees and to be used as an as needed basis. Once customers have the know-how to present information effectively, their new knowledge acquisition will assist in minimizing downtime which produces quicker resolutions. Furthermore, both the customer and IT Support become more efficient in their business processes by maximizing performance and last but not the least, customers have a since of empowerment, which is nevertheless a great way to feel .
The customer support and customer service functions are more than departments; they are part of an essential strategy for growing your business. In the modern business climate, customers expect answers to their questions immediately. When the right information is available anytime, from anywhere in the world, customers are more likely to have a positive experience, thus customer loyalty will be increased. It is a known fact that the cost to obtain a customer is ten times higher than to maintain and keep existing customers. (Gouran, Dennis, W.E. Wiethoff, & J.A. Doelger. (1994). Mastering communication. 2nd ed. Boston: Allyn and Bacon.) Not in Reference Pg.
According to Tuncay Bayrak, in his paper, IT Support Services For Telecommuting Workforce, in new era of technology, organization faced many radical changes. The changes involved from traditional workplace into more technology ways. With the existence of various types of software that enable long-distance communication, telecommuting workforce has been evolved. Nowadays, the organization was transformed to become a network-based operating structure where employees are not tied to the workplace. Every day, the rank of telecommuter job continues to grow. Telecommuting job allows employees to work from home or remote locations across the world. The question is what is the different service support that was provided by the organization for telecommuter and traditionally employee in a regular office. The aims of this study are to explain many types of support service for telecommuting employee that can be provided and the different support service that needed for telecommuters and desktop computing. The goal of this paper is to provide a framework to help IT manager to solve the issues in increase their potential benefit of providing good support service.
Companies are now turning to this business strategy supported by information technology. These customer service programs are designed to assist in a company’s business operations. Companies like Siebel, E.piphany, Oracle, Broadvision, Net Perceptions, Kana and others have designed products that do everything from track customer behavior on the Web to predicting their future moves to sending direct e-mail communications. Customer Relationship Management can improve: Contact and account management, sales, marketing and fulfillment, customer service and support, and retention and loyalty. The part that deals specifically with the needs of the cust...
Limited skills of employees are one internal factor that made Synergetic Solutions execute change. The basic skills that most employees have is there already, but the continuation of education and learning has been completed by how many employees? Basic computer skills are needed with Synergetic Solutions, but not many employees are experts in a selected area (UOP, 2014). Within the company, employees will complete specialized training and education, but not individually, when it is provided and the opportunity is there. Positive change can occur when employees are trained to execute recently developed procedures of the job that raise the skills and capacity of each employee. Synergetic Solutions must execute change to educate their 300 employees who work in service and sales to elaborate their skills and capacity. Over the next nine months, Synergetic Solutions would like to increase their revenue by 80% and to enlarge their revenue every quarter. To meet these goals and be successful, a change is inevitable and must happen. Synergetic Solutions is surveying the training and certification required to redirect the company to planning and executing networking ...
stimulate me as well as challenge me? The second being: Is there a way of
Also computer support specialist help people to reset passwords that they have forgotten. Also getting information is important. Computer support specialist need to make sure they get their information for reliable sources. Information is categorized in many ways by them. The categories that are used are differences, similarities, and estimating. Computer support specialists also have to be able to process information. Information is processed in many ways. Information can be processed by separating data into sections.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
days a week due to the fact that most companies computers are running all the
Computer engineering is a very time consuming, challenging job. To be a good computer engineer you need years of experience and collage education. Computer engineers provide information and data processing for certain computer firms and organizations. They conduct research, design computers, and discover and use new principles and ideas of applying computers. I am going to tell you specific facts about the careers of computer engineers like payment, education needed, skills, responsibilities of the job, job outlook, and benefits of the job.
We could also offer a service where if consumers don’t know how to use a computer or an Internet package, we would offer them our training programme. We would only offer this if they buy from us.
Will facilitate the employees to get a better understanding of the working of the company.
Training and development are important factors to the success of any organization. Each employee is a valuable asset that can either add to the success a company or contribute to its failure. Training supports and makes possible the development of new skills and knowledge. Offering training for employees at various levels within an organization assist employees develop the necessary skills and proficiency to be successful in their careers as well as prepare for new responsibilities.
For a business to grow into a more profitable one, the manager should emplace measures to insure that customer service is made number one priority. After implementing a structure, it is recommended that the customer service representatives, along with other employees in the business, undergo continuous training in order to maintain the standards set out by the customer service model. Having the right structure in important in any business entity and will have positive implications on its profits.
Databases and tracking tools give companies the ability to know the finer details in order to foster that relationship and allow customer service agents to provide that intimate service to a customer even when they have never spoken before. Customers have come to expect this level of focused customer service and depend upon the investment they have made in the company by establishing an interactive relationship with
They can enriches and increase the customer value proposition and bring out supper productivity. Through the re-education and training course, all of employee gain the powerful in productivity and knowledge.