23 Customer Support,

Communication,
and Professionalism
After studying this chapter, you will be able to:
J Explain the difference between a help desk and a call center.
J Describe the three levels of technical support.
J Identify desirable communications skills.
J Explain how body language influences customer and client perceptions.
J Identify the traits that exhibit a professional image.
J Identify strategies for dealing with difficult customers and clients.
J Explain the importance of performing a follow-up in customer relations.

A+ Exam—Key Points
The Communication and Professionalism domain is new and is part of the
CompTIA A+ 2006 exams: Essential, 220-602 (IT Tech) and 220-603 (Remote
Tech). In these exams, you will most likely encounter questions related to
customer relations, such as communicating clearly with the customer, listening
to the customer, and conveying to the customer a positive attitude.
A+
788 Computer Service and Repair

Key Words and Terms

The following words and terms will become important pieces of your
computer vocabulary. Be sure you can define them.

call center help desk

customer support live support
depot technician professionalism
emoticons teamwork

This chapter covers the basic skills necessary to function in a customer- or

client-related environment. Not all computer jobs require you to meet and work
with customers and clients. However, most jobs do require working with
customers and clients on a regular basis. You probably assume you already
know how to deal with people. There are some specific skills required to keep
customers and clients happy that you may not be aware of.
In this chapter, you will be introduced to specific customer- and client-
support scenarios. You will learn about the forms of conduct that have been
accepted as an industry standard. You may be the most skilled technician in the
company, but if you do not deal with people in a professional and courteous
manner, you will most likely lose your job or be banned from dealing with
customers and clients. You will also never be raised to a position of leadership
or management, and all other career options may become limited. The impor-
tance of learning the skills in this chapter cannot be emphasized enough.
Reading, understanding, and being able to put into practice the skills covered in
this chapter may determine your future in a computer-related career.

Customer Support
Simply put, customer support is the delivery of customer assistance,
customer support
customer training, and customer services. This section provides an overview of
the delivery of customer support. In it, you are given the big picture of how the organization
customer assistance, models work together to resolve customer and client computer problems. You
customer training, will learn how different levels of support can be distributed across these models
and customer and will be made aware of the level of customer interaction typical of each
services. model.

Customer Support Organization Models

There are several customer support organization models that are recognized
as standard. Some of these models are help desk, call center, small business,
service counter, depot technician, and corporate enterprise support. The exact
model of your company and how you fit within that model depends on three
main factors:
I The number of people requiring support.
I The product being supported.
I The customer location (local or global).
 Chapter 23 Customer Support, Communication, and Professionalism 789

Some organizations are a combination of several models working together

as a team. For example, a help desk service may be outsourced to a foreign
country such as India. This help desk may work closely with an organization in
the USA that performs the actual physical work. In the following sections,
several of the most common support organization models are presented.

Help desk
A help desk is a central point of contact that provides technical support to
clients. The clients may be company employees or customers. The usual method
of contact is by telephone or e-mail. Examples of organizations that typically
help desk
provide help desk support are Internet Service Providers (ISPs), hardware and
a central point of
software manufacturers, corporate businesses, and educational and government
contact that provides
institutions. technical support to
The help desk is the first level of support used to resolve common computer clients. The clients
hardware and software problems. In most instances, a service request and repair may be company
ticket is generated from the first moment of contact with a client. employees or
The help desk can be a dedicated, single location or part of a larger organi- customers.
zation, such as a call center, Figure 23-1. For example, a large enterprise, such as
Dell, could outsource their first level of support to a call center. If the call center call center
cannot immediately resolve the problem, the support request is forwarded to a large collection of
the next level of support, which may be a technician located at Dell. The techni- support people
cian is trained to handle more difficult problems that require intervention by a located in a common
person with much more expertise. facility equipped
with telephones and
computer network
Call center
support. A call
A call center is typically a large collection of support people located in a center can provide
common facility equipped with telephones and computer network support. support for more
Many call centers provide support for more than one company or product. The than one company
center may be located anywhere in the world. or product.

Call Figure 23-1.

center Help desk model
and call center
model. A⎯In the
help desk model, the
Help help desk is part of
desk the company. B⎯In
the call center
model, the help desk
is a part of a call
center. The call
center provides
support to many
different businesses.

Business 1 Business 2 Business 3

Help Desk Model Call Center Model
A B
790 Computer Service and Repair

Call center employees do not necessarily have technical skills required for
repairing computer-related problems. They are more likely trained to read
prepared scripts correlated to the most common general problems. If they
cannot adequately fix the problem, the support request is forwarded to the next
level of repair technician. This repair technician is usually located at the
company who manufactures the equipment or writes the software.

Small business service counter

Small businesses are the backbone of the American economy. Over half of all
American employment opportunities are in small businesses. You will very
likely start your career in a small business environment. You may even start
your own small business. In the small business environment, you will meet face
to face with customers on a regular basis. Good customer relation skills are a
key factor to your success.
The customer may be at the counter to make a purchase, request assistance
in a purchase, or solicit technical support for an item purchased at the vendor
location. In the small business environment, a service technician will most likely
fulfill multiple roles for their employer. They may be responsible for selling
computer hardware and software and related materials. They may also be
responsible for technical support and for answering customer questions in
person, by telephone, or through e-mail. They may be dispatched to a customer
location to install or troubleshoot computer equipment or provide training.

depot technician Depot technician

a technician that
The main job of a depot technician is to perform repair work usually
performs repair
work, usually
covered by warranty. The depot technician receives the hardware item after the
covered by warranty, client has contacted customer support through a call center or help desk or if
and has very limited the problem is not immediately resolved by the first contact. Once the equip-
customer contact or ment arrives at the depot, it is assigned to a technician for inspection and for
no customer contact repair or replacement. A depot technician has very limited customer contact or
at all. no customer contact at all.

Corporate enterprise support

In the large corporate environment, technical support services can be
composed of many people working as a team. Typically, an employee contacts
a help desk. The help desk technician generates a repair or incident ticket,
Figure 23-2. If the help desk technician fails to assist the fellow employee to
make the necessary adjustments to the item, the ticket is then assigned to a tech-
nician who will report to the employee’s location.
At the location, the technician will either repair or replace the piece of equip-
ment in question. This organizational model is found where there are sufficient
numbers of computers and related equipment to justify the cost of a full-time
staff dedicated to this function.

Support Software
There are many different software packages designed to keep track of
service requests and the final results. This is typically how service is organized
and tracked. For example, when a customer or client first contacts the help desk
 Chapter 23 Customer Support, Communication, and Professionalism 791

Figure 23-2.
Repair Ticket Example of a repair
ticket for the corpo-
rate environment.
Job Request Number:

Contact Information
Name: Initial contact date:
Department: Phone number:
Equipment information
Brand: Model: SN:
Equipment description (CPU, amount of RAM, etc.):

Operating system (if applicable):

Problem description:

Repair Information
Service date: Service technician:
Diagnosis:

Actions taken:

Parts used:

Date repair completed:

Contact signature: Date:
Technician signature: Date:
792 Computer Service and Repair

with a service request, the call is logged, Figure 23-3. This includes adding the
date and time and a description of the problem. The software will typically
generate a repair ticket.
The help desk technician may resolve the problem immediately or may
dispatch a technician to the client’s location. The copy of the repair ticket is
distributed to the technician who will report to the physical location of the
problem.
On resolving the problem, the technician completes the ticket by adding the
procedure used to resolve the problem. Any hardware or software that needs to
be provided or has been provided to remedy the problem is also listed. A
follow-up of the incident can be reviewed at the end of the day to ensure all
problems have been resolved and that no incident has been left unresolved.

Levels of Support
There are typically three levels of support within an organization, Figure 23-4.
Level-one support is the initial technical support contact. This is typically made
with technical support from a help desk, Web site, or call center. Most problems
can be corrected at this level.
Level-two support is when the problem is elevated to a person with more
experience or expertise than the first person contacted. While level-one support
handles most problems, the person at level one typically answers technical
support questions from queue cards or a software program that has answers
available for the most common customer problems and questions. Level-two

Figure 23-3.
HelpStar service
request. (Help Desk
Technology
International
Corporation)
 Chapter 23 Customer Support, Communication, and Professionalism 793

Figure 23-4.
Support Level Description
The levels of
Level one Help desk, Web site, or call center. support through
Level two Supervisor over the level-one response team. which a problem can
flow.
Level three Supervisor (level two) working with third-party support from
a larger company.

support is provided for problems that are much less commonly encountered or
more unique in nature. For example, a new software application that has just
been released to the public may be conflicting with another software applica-
tion. The problem is so new that there is no or very limited information. The
level-two support technician works closely with the customer to solve the
problem. The technician may need to recreate the problem before being able to
find a procedure for correcting the problem.
Level-three support is typically provided outside the immediate technical
support location. For example, a third-party company, such as Microsoft and
IBM, provides level-three support when a problem cannot be solved locally by
level-one or level-two support. This is often a combined effort to solve a
customer problem and is coordinated by the original support team member
who is a level-two member at the home company. Level-three support may
involve software programmers and engineers. Consumers are generally never
live support
involved with level-three support personnel. support in which a
Most level-one technical support is free, at least for a limited time. The customer or client
highest level of support is typically not free and is set up on a cost per incident talks directly to
basis or through a service contract. It may also be based on a specific number of support personnel
incidents or minutes of live support. Live support is when you actually talk to rather than using
support personnel rather than using e-mail as a means of technical support. e-mail or FAQs.

Outsourcing
Customer support is often outsourced to a company that specializes in tech-
nical support. The outsource company may reside in the United States or be
located overseas. The main reason for outsourcing is cost of the support service,
of which the major cost is employee wages. It is often less expensive for a
company to use a call center located in a foreign country because the wages
may be far less than if the same service was provided locally.
A software or hardware company may find it more cost effective to
outsource level-one support and opt to provide level-two support on a local
basis. All common or routine problems encountered by customers or clients can
be answered by the outsource service. Problems requiring a level-two technician
are reserved for the company at the local location or authorized service centers
scattered across the United States and world.
For example, the ABC Laptop manufacturer has all client and customer
support requests directed to a 1-800-number or to e-mail support. The first level
of support is provided by the outsource company XYZ Corporation located in
Bombay, India but authorized to represent the ABC Laptop manufacturer
company in the United States. The XYZ Corporation handles all routine calls
794 Computer Service and Repair

and provides help to customers. They cover the basic problems that may be
encountered and talk customers through such items as verifying the following:
I Power LEDs are lit.
I All cables are connected.
I Memory has been reset.
They may also talk the customer through the procedures for using the
support CD to reinstall the operating system and through other basic tasks. If
the problem cannot be resolved, the outsource support company forwards the
problem to the ABC Laptop manufacturer. This is when more sophisticated
troubleshooting diagnostics are required or the actual physical replacement of
hardware items. The customer is provided an address to send the laptop to or a
pickup ticket for FedEx, UPS, or similar service. The laptop is then sent to the
ABC Laptop manufacturer for diagnostics and repair.

Frequently Asked Questions (FAQs)

Most businesses have a Frequently Asked Questions (FAQs) section posted
on their Web site. The FAQ section is designed as the name implies, to answer
the most commonly asked customer questions and inquiries. This is a very valu-
able tool that can help save many hours of customer support. It is especially
valuable if the company or business does not have a technical staff available
24/7. Large companies typically have a very extensive FAQ section on their Web
site. One such company is Dell.
Dell has set up a comprehensive customer support Web page using the most
commonly asked customer support questions, Figure 23-5. The major FAQ topic
areas are customer support questions, technical support questions, and my
account questions. Figure 23-6 shows the Dell Web page for the most frequently

Figure 23-5.
Dell provides on
their Web site
(www.dell.com) a
FAQ for customer
service questions,
technical support
questions, and
account questions.
 Chapter 23 Customer Support, Communication, and Professionalism 795

asked topics concerning Internet security. After selecting a topic, such as,“How
Do I Clear My Temporary Internet Files, Cookies, and History in Internet
Explorer?”, step-by-step instructions appear similar to those in Figure 23-7.

Figure 23-6.
This Dell Tech
Support FAQ lists
the top Internet
security topics.

Figure 23-7.
Dell provides proce-
dures for “How do
I” type questions.
796 Computer Service and Repair

Dell saves thousands of dollars in manpower by posting answers to the

most commonly asked customer questions. They also satisfy customer needs all
around the globe by providing customer support 24/7. It is interesting to note
that Dell provides the very same information that could be found on the
Microsoft Technical Support Web site; however, Dell has personalized the infor-
mation for their customers.

Communication Skills
Communication skills are an area of customer support in which computer
technicians will most likely have the greatest room for improvement.
Communication with a customer is not limited to just the actual conversation. It
includes other aspects, such as body language and attitude. Although both of
these communication skills are unspoken, they present a clear message to the
customer about your level of willingness and concern for fixing their problem.
This section discusses various aspects of communication⎯specifically verbal
communication, body language, attitude, listening skills, telephone skills,
writing skills, and e-mail.

Verbal Communication
The secret to a successful business is repeat customers. The secret to having
repeat customers is customer satisfaction. Customers are satisfied when you are
helpful, courteous, and express a genuine sincerity when dealing with their
problems and complaints. This may sound like a simple task, but one slip of
your tongue while you are frustrated could mean the difference between
success and failure in customer relations.
When communicating with customers and clients, always speak clearly and
concisely. Never use computer and network jargon and acronyms if you can
avoid it. You may think that using such language makes you sound smarter or
more knowledgeable. In reality, it makes the customer or client “feel” less valu-
able and stupid. It breaks down their confidence even further than it already
must be. The customer or client should feel comfortable while engaged in a
conversation with you.
Always begin your conversation with a warm greeting. For example, “Good
morning, what can I do to be of service to you?” While engaged in conversation
with a customer or client, use positive words to establish a “Can do!” attitude.
Use reinforcing statements, such as, “Don’t worry, I’ll have this fixed in no
time,” or “This is a very common problem. Lots of people have trouble at first.”
Do whatever you can to build their self-esteem and their confidence in you and
in your company. The following are some good and bad examples of statements
used when communicating with a customer or client:
Good examples:
“Yes, we can fix that.”
“No problem, we can handle that.”
“Yes, we fix that type of problem all the time.”
“If you have any more problems, don’t hesitate to call.”
“You are no bother. This is what I am here for.”
 Chapter 23 Customer Support, Communication, and Professionalism 797

Bad examples:
“I hope we can help you.”
“I’ve never fixed that type of problem before.”
“I don’t know, but I’ll try.”
“I’ll be busy later, so lets get this finished now.”

Body Language
Body language and mannerisms can say more than the spoken word and
reveal your true feelings. For example, as an employee you may say, “How may
I help you?” However, if you continue to work on a customer’s computer and
avoid eye contact with the customer, you are sending the nonverbal message, “I
am very busy right now and really do not have time for your problem.” If you
greet a person with open arms or hands, you warmly say nonverbally, “I am
open to your problem.” On the other hand, if you greet the customer with arms
folded across your chest and a scowl on your face, you are sending the non-
verbal message, “Keep out.” The following are some body language key points
to keep in mind:
I Smile.
I Maintain eye contact with the customer while listening, Figure 23-8.
I Face the customer squarely.
I Never look away from the customer or stare off at a distant point while
conversing.
I Do not fold your arms across your chest or take a defensive posture.
Always face people directly and squarely. Do not turn away while
addressing a person or engage in other activities when you should be giving
your complete attention to the customer. If you are alone in a shop and must
answer a phone, always apologize and ask if you can return their call at a better

Figure 23-8.
By maintaining eye
contact with the
customer while
listening, you tell
that customer you
are truly interested
in helping him or
her with their
problem.
798 Computer Service and Repair

time. All customers appreciate that they are being given fair attention. If you do
ask to return a call at a better time because you are helping another customer,
return the call.

Attitude
Attitude is easily perceived by a customer but is very hard to define in
objective terms. Everyone knows a “good” attitude or a “bad” attitude when
they experience it. It is critical to your success to always maintain a positive atti-
tude while working with people. Without it, you may not have a job. It doesn’t
take long to earn a reputation for your attitude⎯good or bad.
For this chapter, the best definition of attitude is a subjective judgment of
character made by the customer based on the perception of how the technician
presents himself or herself and meets the customers’ needs.
Show the customer that their problem is your main concern. You do this by
asking probing questions such as, “How long have you had this problem?”
Never be judgmental or indicate that the customer caused the problem, even if
they did. You will use training techniques and suggestions to help them avoid
the problem in the future.
Avoid distractions. A customer or fellow worker will feel you are not inter-
ested if you do not give them your full attention. For example, when working
on a project, always stop your work to talk to a customer. This will give the
customer a feeling of importance and show that you care about their problem. It
will also keep you from making an error on your project because you are
distracted. In making a customer feel important, you will gain their confidence.

Listening Skills
Listening skills are the most important trait listed by employers in recent
surveys conducted to identify the trait most desired in customer support. They
all agree that employees who work with clients and customers must have excel-
lent listening skills. It seems like listening is such a simple task. So why do not
all people have good listening skills? Many people, especially the type of
personalities that gravitate toward the computer field, are often bright and artic-
ulate and may already be thinking ahead of the customer. Avoiding this habit
will keep your customers from feeling “small” and inadequate. The following
are a list of guidelines to put into practice:
I Always maintain eye contact while listening.
I Avoid distractions while listening. Do not try to perform other tasks while
the customer or client is talking to you. Focus on the speaker.
I Never eat or drink while talking with a customer.
I Always allow the customer or client to complete his or her sentence. Never
cut off or interrupt them, anticipating what they are going to say.
I Restate the problem to the customer or client. This will ensure that you
know what they are saying or describing to you as the problem.
Check out www.listen.org, a Web site dedicated to listening skills. There you
will find many interesting facts, such as only 7% of the meaning in a conversa-
tion is transmitted by actual words.
 Chapter 23 Customer Support, Communication, and Professionalism 799

Telephone Skills
Many of the same skills used in face-to-face communication also apply to
telephone support. Always speak clearly and concisely and avoid trade jargon,
slang, and acronyms.
Never engage in other activities while talking to the customer or client. A
person can always tell when someone is not focused on his or her conversation.
When you are engaged in another activity, like working on a computer while
talking to the customer on the telephone, the customer will be able to tell you
are not fully engaged with their conversation. This will generate a feeling that
you are not truly concerned with their problem or need and will probably irri-
tate the customer.
Always avoid talking on a speakerphone, as this only confirms that you are
not paying attention to the caller. You are a technician. If you must be “hands
free,” get a headset. At least this way, the customer will feel that they are the
focus of your conversation. Unless it is necessary to use the keyboard or
remotely access the customer’s computer, keep your hands off the keyboard.
Customers can hear that you are using the keyboard and will nearly always
conclude that it does not have to do with their problem.
Smile while on the phone, Figure 23-9. It might sound crazy, but it actually
works. A person on the other end of the telephone conversation can actually
perceive when a person is happy on the telephone. This is interpreted as a
feeling that the support person is pleased to hear from the customer and wants
to help them. A good idea is to hang a mirror near the telephone with a sign
that says “Smile!”

Figure 23-9.
Smiling while on the
telephone can help
you convey that you
are pleased to hear
from the customer
and want to help
them.
800 Computer Service and Repair

Again, do not use acronyms, jargon, or sophisticated technical terminology.

Customers are not typically sophisticated computer users and are frequently
intimidated by your conversation. Always use language that anyone can under-
stand, no matter what his or her technical background. You do not impress
customers with technical terms. If you want to impress a customer, use terms
that express your sincere desire to help them with their problem.

Writing Skills
Writing is a part of all customer support technician duties. As a customer
support person, you will either write by hand on repair tickets or enter into a
computer the specifics about a repair. Content typically consists of a description
of the problem and the repair procedure used to fix the problem. Often, your
writing and documentation of specific problems and the method used to fix the
problem will become valuable company information for problems encountered
in the future.
When creating written communications, always use appropriate grammar
and correct spelling. All word processing packages and software programs that
require written responses have spell checkers and usually grammar checkers.
Use them! Do not disable them or ignore them. When writing, use sentences
limited to 15 to 20 words. Avoid long, run-on sentences.
Always be polite in your correspondence, and never use sarcasm. Sarcasm is
always inappropriate because the customer or client may very well misinterpret
your intent. Sarcasm is based on familiar personalities, and you are not familiar
with all who might read your correspondence.
Many help desk support software packages contain sections to support
e-mail directly from within the software package. You will need to respond to
customer and client e-mails. E-mail correspondence is covered in the next
section.
Another function of customer support may involve writing training manuals
or a set of procedures for a company. Often, part of a contract of installing
computer equipment and software involves training the customers on how to
use the equipment. Many times technical support personnel must write training
packages to support the customer. You may very well find yourself responsible
for part of the written package.

E-Mail
Customer support may require a great deal of time answering e-mails from
customers and clients. When writing e-mails to customers and clients, avoid
computer jargon, acronyms, and abbreviations, just as you would in spoken
language. Communicating in writing with other technicians is not the same as
communicating in writing with customers and clients. While it might be
perfectly all right to use an acronym or abbreviation on a customer repair ticket,
you should avoid acronyms and abbreviations when communicating with
customers.

E-mail auto responders

Using an e-mail auto responder can show a customer or client that you care
about them and their problem. E-mail auto responders are e-mail programs
 Chapter 23 Customer Support, Communication, and Professionalism 801

provided by e-mail service providers that create an automatic response to a

received e-mail. The auto responder gives the illusion that someone has just
read the e-mail sent by the customer or client and that they will be answering
the request very soon. The auto responder allows for an instant reply 24 hours a
day, seven days a week. An auto responder can also be used to notify customers
that you are out of the office for a brief time. Some mail client software, such as
Microsoft Outlook, will allow you to set up an auto response, Figure 23-10.

E-mail acronyms and emoticons

E-mail acronyms are very popular with all of the electronic communications
devices, but they are never to be used in customer support e-mail. E-mail
acronyms became especially popular when phone text messaging started
because they save a lot of keystrokes. You may receive e-mail acronyms or
emoticons from customers, but you should never respond in these terms. The
following are some e-mail acronyms:
I LOL: Laugh out loud.
I BTW: By the way.
I TIA: Thanks in advance.
I IOW: In other words.
Emoticons are cartoon face characters made from keyboard symbols to emoticons
express emotions in e-mails, letters, and text messaging. The following table cartoon face charac-
lists some common emoticons. ters made from
keyboard symbols to
Emoticon Emotion express emotions in
:) Smile or happy. e-mails, letters, and
:o Shock.
text messaging.

:( Frown.
;) Wink.

If you have trouble communicating with customers using e-mail, practice

regularly in a business format. Try sending a few e-mails every day to friends
and relatives. Writing e-mail messages daily will sharpen your skills. Use the
principles previously mentioned. The following is a list of key points you

Figure 23-10.
Microsoft Outlook
has a tool called the
Out of Office
Assistant, which is
used to send an auto
reply to senders.
802 Computer Service and Repair

should always remember when communicating through e-mail with customers

and clients:
I Check your e-mail regularly.
I Keep the e-mail brief.
I Do not use e-mail emoticons.
I Limit the size of file attachments. This is especially true if the customer is
using a 56 k telephone modem.
I Never use all capital letters in an e-mail to emphasize a word or phrase. If
you must emphasize a word or phrase, use italics or an asterisk, for
example, *this is very important.* Do not use bold or underline. This can be
misinterpreted as a link.
I Never ever send sensitive or inappropriate information in e-mail.
I Do not send personal greetings, jokes, or other materials that are not suitable
for the work environment.

Professionalism
professionalism Professionalism is a businesslike characteristic reflected in a person and
a businesslike char- work environment. In relation to a person, it is identified in a person’s attitude
acteristic reflected in and dress. In the work environment, it is identified in its décor and general
a person and work atmosphere. This section explores various aspects of professionalism in an
environment. employee and work environment.

Professional Image
Businesses and their employees are often judged by a customer’s or client’s
first impression of them. For example, if a technician looks professional, the
customer feels confident in them. If the technician looks sloppy, dirty, unkempt,
or bizarre, the customer or client might have a less than confident feeling about
the technician.
Dressing appropriately means dressing professionally. In the work environ-
ment, there are two distinct types of acceptable dress: formal business and busi-
ness casual. Formal business typically means a suit coat or sport coat with a
collared shirt and tie (or just a collared shirt and tie) and a pair of dress slacks
and leather shoes, Figure 23-11. Business casual generally means a polo shirt
(often with a company logo) or collared shirt with no tie, dress or casual slacks,
leather shoes, and in rare cases, tennis shoes, Figure 23-12. Some computer tech-
nicians believe that they are entitled to wear torn or tattered blue jeans, T-shirts,
tennis shoes, flip-flops, or sandals. These are never acceptable forms of business
attire. Remember that your casual attire may reflect a casual attitude and not
one that is serious about getting the job done. You are a trained professional;
dress like one.
Many businesses provide shirts for their support staff. When shirts are
provided, the dress code is clearly stated to the employees. If the dress code is
not clearly stated, then it is assumed. When working in the area of customer
support, a polo shirt is most appropriate, but be aware that some companies
require a dress shirt and tie to be worn when dealing with customers and clients
at their locations.
Chapter 23 Customer Support, Communication, and Professionalism 803

Figure 23-11.
This IT person is
wearing formal
attire.

Figure 23-12.
This IT person is
wearing casual
business attire.
804 Computer Service and Repair

As a computer technician, you will likely be crawling on the floor or

reaching behind desks. Unisex (the same for both men and women) dress is
typically the best and safest choice. Women should never wear short dresses or
revealing clothing if they have to work in this environment. The following are
some well-thought-out tips that should become a part of your own professional
image:
I Dress professionally. Clean, neat slacks and a shirt with a collar is much
more appropriate than a T-shirt with a slogan. This is especially true if the
T-shirt has a controversial slogan or image printed on it.
I Hair should be neat and clean. Hair with spikes or wild colors might be cool
to you, but it is entirely unprofessional in the workplace.
I Speak to customers in a professional manner. Never use curse words or
inappropriate language or terms, even as a way to emphasize certain points.
I Do not eat, drink, or smoke while dealing with a customer.
Many students feel that if they have exceptional technical skills, they will
never be fired. Nothing could be further from the truth. More employees have
lost their jobs because of their unprofessional manner than from technical
incompetence. An employer will tolerate an employee with average technical
skills, but will not tolerate an employee who conducts himself or herself in an
unprofessional manner. When employers contact other professionals for hiring
recommendations, they typically request someone who can work well with
people rather than request the “smartest” or most technically able person. The
most important thing to the employer is an employee’s image and personality.
Employers rarely, if ever, call a second time if a nonprofessional person comes in
for an interview.

Work Environment
The store or work location image is also critical, and is often a direct result
of the employees’ efforts to maintain a professional image. The work environ-
ment must represent a professional atmosphere. If the work environment is to
be visited by customers and other employees, it should be maintained so as not
to be offensive to others. For example, you may enjoy a particular style of music
while you are working; however, it may not be the choice of many customers.
The customer should not be offended by loud music of any generation. You
should avoid music in the work environment where customers may be present,
except for soft, neutral background music.
Also, be aware that listening to an MP3 player or other device through
earphones is offensive to many people. You should be concentrating on the
customer or client. This also applies to working at a client’s workstation and in
the corporate environment as a whole. The following are some tips to help you
maintain a professional environment in your workplace:
I Keep your location and workstation clean and well organized.
I Never keep food containers, cups, and general trash on counters or work
areas.
I Do not play music that is not in the mainstream or blast music of any kind.
I Do not let friends “hang out” around the store or workspace. The workplace
is not a social club.
 Chapter 23 Customer Support, Communication, and Professionalism 805

I Do not display inappropriate posters, pictures, or signs. You may think they
are fun or entertaining, but not all customers share your view.

Handling Difficult Situations

When a client is angry and upset, they will vent their emotions toward the
person who represents the company or problem. Dealing with difficult people
requires patience and composure. Do not take complaints personally. Never
react to a difficult customer, but rather listen and respond with empathy.
Empathy means that you show by your words that you understand the other
person’s feelings and their situation. There is likely always a situation that
would warrant a statement like, “I can understand how this problem is frus-
trating you.”
A coworker or other customer might normally be very pleasant and fun to
be around until a situation causes them to be very angry. While in an angry
state, they say things that they normally would never say to another person.
Arguing back at an upset person will only make things worse.
Your job is to defuse the situation by letting the client vent. When
responding to the client, use a calm assuring voice. What you want the
customer to do is stop yelling at you and begin to talk with you. At an oppor-
tune time, simply say, “Let’s see what I can do to resolve this problem.” When
you start to work on the problem, or to tell them what you are planning to do,
check if it is all right with them.
If the customer continues to vent, find out what will make them happy. For
example, a customer may have brought their computer to the shop several times
for the same problem. It may or may not be the same problem, but that is their
perception. Find out what will make them happy by asking, “What do you
think it will take to make you satisfied?”
They may want their bill adjusted or to not be charged for the present repair.
If you are not authorized to waive the costs, simply say, “I’ll see what we can do
for you,” and then check with your supervisor. If a person is upset, it will only
become worse if they think that they are not being taken seriously.

Is the Customer Always Right?

There is a very old business saying: “The customer is always right.” Well,
this is true most of the time, but there are times when this motto just doesn’t
apply. When the customer or client wishes you to do something unethical or
illegal, they are wrong. For example, a customer may request you write a receipt
for more value than the actual cost of the repair. Or, a customer may ask you to
violate some copyright law. Do not do it.
How about when a customer uses foul language in a loud tone and
threatens you? Can you really make that person happy? You never need to fear
for your life or bodily harm. If the customer threatens you, you should politely
ask the person to leave, and if they will not, call the police or security. What if
the customer is intoxicated and becomes abusive? Again, this customer should
be asked to leave, and if they refuse, call the police. An intoxicated or violent
customer is not only a threat to you and the business, they are also a threat to
any other people who enter or are present at the business.
806 Computer Service and Repair

Follow-Up
A follow-up helps to build a good relationship with the customer or client.
Perform a follow-up after you have had a break in contact with the customer or
contact. For example, after a customer’s problem has been fixed, follow up a
few days after completing the repair to see if they are satisfied and all went
well. This technique improves service and builds a client’s trust. Customers and
clients love the fact that someone is checking if their problem was handled in a
timely fashion and that they were dealt with professionally.

Your Word
One of the most important assets you have is your word, and it costs you
nothing. Your word or promise can make or break your client relationship. Be a
person of your word. Your word should be your bond. Suppose you tell a
customer you will contact them with a repair estimate the next day, but you run
into a problem with a vendor. The vendor does not respond to your inquiry, so,
in turn, you do not have the customer estimate ready. If you told the customer
you would call the next morning, do so, even if it is to say you do not have the
estimate yet. It is important that you be a person of your word.
Keep your promises. If you say you will be there in the morning, be there.
The client may have rearranged their schedule to accommodate you. If you have
a problem, call ahead, and always apologize. How often have you been given a
date and been required to sit home all day to have a service done. Do not allow
this type of behavior to become your business signature.

Contracts
If a company is large, it may be necessary to create a written document or
contract to be sure everyone has the same expectations. The contract should
contain a description of the work to be performed, the estimated or actual cost,
and other terms agreed on. By having a customer signature prior to work, you
always protect yourself against a misinterpretation of expectations. A client or
customer should always receive exactly what they agreed to⎯maybe more, but
never less.

Teamwork
teamwork Teamwork is two or more people working toward a common goal. For
two or more people example, the goal of customer support is customer satisfaction. When you work
working toward a as part of a team, you place the common goal of the team “customer satisfac-
common goal. tion” above your own individual goals(s), such as recognition and promotion.
Teamwork is an essential component of a successful business.
As a team member, you must be willing to help other team members and to
share your own expertise and knowledge with others. For example, a customer
calls and asks about the status of their computer. If the person assigned to repair
the computer is out of work that day, you should check the job ticket to review
the status of the repair. It could be ready for pickup or awaiting parts. You
should try to help the customer even if it is not your assigned repair. Make a
note of the customer call and record your actions. For example, you might write
a note on the ticket such as “Customer called and asked the status of the repair.
 Chapter 23 Customer Support, Communication, and Professionalism 807

I informed him it was awaiting parts and should be ready in a day or two.”
Then, sign the note.
When working as a member of a team, you should be willing to share your
knowledge with other team members. Knowledge is not just limited to technical
issues. It also covers company procedures or any other bit of knowledge that
might help another team member perform their duties.

Job protection attitude

A common, yet unattractive trait in the business world occurs when a
person will not share their individual knowledge with another team member.
The concept is referred to as “job protection.” This happens, for example, if one
person is the only person that knows how to perform specific tasks and they are
not willing to share this information or train another person. They feel they are
secure in their position with the company if they are the only person who
knows how to perform that task.
In reality, this type of person is actually jeopardizing their position with the
company. The company management or owner will not like the fact that an
employee is not willing to share their knowledge for the good of the company. If
the person is unwilling to share their knowledge or to help other team
members, they will most likely find themselves looking for other employment.
Remember that working as a team requires supporting other team members,
especially by sharing knowledge and reinforcing good work products. If you are
not willing to function as a team member, then you will most likely not be a
member of the team very long.

Helping team members

You must be willing to do more than just what you have been assigned. For
example, a collection of repair tickets might be divided between team members.
Each member is assigned four tickets each. If you finish your repairs before
anyone else, you should not assume that you are done for that day. You should
see if you could help someone else with his or her assigned work.
Employers do not like to see employees that are doing just enough to get by
or wasting company time. Employers love to see employees going above and
beyond their assigned duties. When you finish your assigned tasks, you should
immediately inform your supervisor and volunteer to help other team members
with their assigned duties. This will impress your employer and also be appreci-
ated by fellow team members. Remember, the company goal is to repair all the
customers’ computers, not just the ones assigned to you that particular day.

Summary
I A help desk or call center is usually the first contact point for service.
I A help desk can belong to a single company or be part of a call center.
I A call center typically provides support for more than one company or
product.
I Level-one support is the initial contact with technical support.
I Level-two support is support provided by a person with more expertise
than someone in level one.
808 Computer Service and Repair

I Level-three support is typically provided by a company outside the level-

one and level-two location.
I Avoid using computer jargon or computer acronyms when talking to
customers.
I Body language says more to a customer than the actual spoken words.
I Smile when dealing with customers, even when on the phone.
I Always maintain good eye contact with a customer and avoid distractions.
I A customer makes an attitude judgment of your character based on their
perception of how you meet their needs.
I Listening is the most important communication skill listed by employers.
I Sarcasm is never appropriate when working with customers.
I Keep e-mail messages short and to the point.
I Never send inappropriate material in e-mail.
I Avoid large e-mail attachments.
I Keep the work environment professional.
I When handling angry customers, allow them to vent.
I Respond to angry customers with a calm, reassuring voice.

Suggested Laboratory Activities

Do not attempt any suggested laboratory activities without your instructor’s
permission. Certain activities can render the PC operating system inoperable.
1. Check out the FAQ sections of the Dell, IBM, and Sony Web sites.
2. Write a step-by-step procedure for checking the IP address of a Windows
2000, Windows XP, and Windows Vista computer. This step-by-step proce-
dure would be used for customer support when, for example, a customer
calls an ISP for a connection problem. Through the procedure, the customer
should be able to check if they have an appropriate IP address assignment,
not one such as 0.0.0.0 or 169.254.12.34. (IP address 0.0.0.0 means that a
connection has not been established. IP address 169.254.xxx.xxx means that
the Automatic Private IP Addressing (APIPA) feature has assigned the IP
address, instead of a DHCP server.) Make the procedure as clear as possible.
3. Write the step-by-step procedure to have a customer ping a server located
at www.helpdesk1.com. Include what to do next if the ping is successful
ping or unsuccessful.
4. Write a step-by-step procedure for using System Restore on a Windows XP
and Windows Vista computer.

Interesting Web Sites for More Information

http://oneorzero.com
http://technet.microsoft.com/en-us/default.aspx
www.helpstar.com
www.microsoft.com/smallbusiness/resources/management/customer.mspx
www.troubleticketexpress.com/open-source-software.html
www.unbf.ca/its/faculty/help/level1.htm
 Chapter 23 Customer Support, Communication, and Professionalism 809

Review Questions
Answer the following questions on a separate sheet of paper. Please do not
write in this book.
1. What is customer support?
2. Explain the difference between the help desk model and call center model.
3. Which level of support is provided when the problem is elevated to person
with more experience or expertise than the first person contacted?
4. Is it permissible to use acronyms when communicating with customers?
5. What is attitude?
6. What are the key points of body language you should use?
7. Why is sarcasm inappropriate in communications?
8. What are emoticons?
9. What are the key points in writing an effective e-mail message?
10. What two elements are required to deal with difficult people?
11. Why is it important to perform a follow-up?
12. What is the goal of the customer support team?

Sample A+ Exam Questions

Answer the following questions on a separate sheet of paper. Please do not
write in this book.
1. Which is an example of level-one support?
a. A software engineer at Microsoft.
b. A hardware engineer at Apple.
c. The FAQ section of a customer support Web site.
d. A live conversation with a level-one supervisor.
2. It is 9:00 AM and you are repairing a customer’s computer that must be
ready by 3:00 PM because it was promised to the customer. The phone
suddenly rings, and you answer to find that it is a new customer calling
about a problem with their computer. Which is the best way to deal with
customer support on the telephone?
a. Do nothing except focus on the customer and their problem. You should
write down key points during the conversation, starting with their name.
b. You should continue to work on the computer repair while listening to
the customer. This is the most efficient use of time and your supervisor
will be pleased.
c. Have the customer call back later after another employee comes into the
shop.
d. Tell the customer you are in the middle of an important repair and that
you will return their call later in the day. Take down their name and
telephone number.
810 Computer Service and Repair

3. Which is the most expensive element of customer service?

a. Employee wages.
b. Support software.
c. Support hardware.
d. Technical support articles and Web site access.
4. The company you work for performs computer system repairs in addition
to selling new computers and hardware. A repair ticket is completed at the
time of repair. The status of the repair is also recorded on the ticket. Some
items that may be recorded on the ticket are when the repair was completed
or when parts were ordered for the repair. Mr. Smith dropped his computer
off at your company computer shop three days ago. The repair was
assigned to Joe and he is not in at the moment. You answer the phone and
find Mr. Smith is calling to find out the status of the repair of his computer.
What is the most appropriate response to Mr. Smith’s inquiry?
a. Tell Mr. Smith that his computer is being worked on by Joe who is not in
today and that Joe will call him back when he returns.
b. Tell Mr. Smith to hold for a minute while you check the status of the
repair ticket.
c. Tell Mr. Smith that you are not the one that has been assigned to his
repair and to call back later.
d. Tell Mr. Smith to come by the shop and pick up the computer. The com-
puter is most likely repaired, but if it isn’t, you can have it repaired
before he gets there.
5. Match the body language image with the conveyed meaning.

a. It’s really good to hear from you!

b. How may I help you?
c. I don’t have time for your problem.
d. I’m open to your problem.
 Chapter 23 Customer Support, Communication, and Professionalism 811

6. When is it proper to use all uppercase letters in an e-mail?

a. When emphasizing an important point.
b. When making a list of steps in sequential order.
c. When listing parts in an e-mail.
d. Uppercase is never appropriate in an e-mail.
7. A customer calls and starts yelling about how she brought her computer
home to find it has the same problem it had before she brought it in for
repair. What is the first thing you should do?
a. Smile so that the customer will sense your willingness to help her.
b. Let the customer finish speaking and venting her anger.
c. Interrupt her by asking her what it will take to make her satisfied.
d. Hang up, and hope she will call back when she is in a better mood.
8. A customer brings into the shop a computer exhibiting a problem you have
never encountered before. Which of the following responses would be
appropriate?
a. Yes, we can fix that.
b. Yes, we fix that type of problem all the time.
c. I’ve never fixed that type of problem before.
d. I don’t know if I can fix it, but I’ll try.
9. You need to explain the cause of a boot failure to a customer. Which of the
following explanations would build the customer’s confidence in your
company?
a. A virus corrupted the MBR.
b. A virus corrupted the master boot record.
c. A virus corrupted the boot sector, which stores partition information.
d. A virus corrupted an area of the hard drive that is required for startup.
10. A customer uses foul language because you will not write a receipt for more
value than the actual cost of the repair. You can tell that the customer is
intoxicated. What is the first thing you should do?
a. Write the receipt for the amount he specifies.
b. Politely ask him to leave.
c. Call the police.
d. Respond with empathy.