Time
8 hours 33 minutes
Difficulty
Beginner
CEU/CPE
9

Video Transcription

00:05
effective communication skills are important to master in the workplace.
00:09
Knowing how to communicate clearly and effectively with customers, co workers and managers helps ensure the intended message is being received accurately.
00:17
Proper communication techniques and professionalism can improve troubleshooting interactions with users while positively representing the organization.
00:25
When speaking with users and providing support service is understand the audience and the terminology they'll understand. Avoid using technical jargon or acronyms that may not be familiar to non technical users.
00:37
Use creative analogies and real world examples when possible to describe technical issues and away less. Tech savvy person can relate,
00:45
even just using the word memory instead of RAM. To explain why system is running slow will make a difference.
00:51
While users may be frustrated, anxious or even angry when seeking technical support, support specialists need to remain calm, positive and confident.
01:00
Convey assurance that the issue will be result showing hesitation or uncertainty can fuel an already uneasy user. It will also negatively impact the specialist image and perception of the service or organization.
01:12
While I confident attitude is important, it should not come off his arrogant or patronizing to the user.
01:19
Actively listening is key to identifying the cause of an issue. Interrupting the user or dismissing their suggestions of cause or solution to the problem will only increase tension and possibly make them apprehensive about reporting issues in the future.
01:34
Patiently allow them to describe the problem and take notes.
01:37
The information gathered may be useful in trouble shooting similar issues for others in the future.
01:42
Professionalism and communication includes cultural sensitivity being considered of different backgrounds. Teams, businesses and countries.
01:51
People interpret and handle situations differently.
01:53
Being respectful and culturally aware is a tenant of communicating effectively.
01:59
Develop good time management skills and respect others. Time when handling customer issues. Mindfulness when customers are waiting for a response by providing updates on his status as frequently as possible will be appreciated.
02:10
Maintain a dialogue with customers to help them feel that their issue is a priority.
02:15
Sometimes technical issues aren't straightforward or have other dependencies.
02:20
Be honest and set realistic expectations. Contact the user right away if an issue will require more time to resolve than initially expected
02:28
following up after issues have been closed. To ensure the user is satisfied with the results shows compassion and that they're valued as a customer.
02:36
The workplace is full of distractions like email, text messages, phone calls, social media and interruptions from coworkers. Thes distractions can lead to projects falling behind and angry customers focus on the customer and the issue until it has been resolved.
02:50
Do not text or make phone calls in front of the customer unless it's related to their issue
02:54
while working with the customer system, whether physically or remotely respect their privacy and do not access their personal data. Asked the user to remove any sensitive information or to password protect personal files. If possible, take every precaution to protect a customer's private material.
03:10
Always keep in mind that the user experiencing an issue can be in a state of panic or frustration. These feelings are because of the technical issue they're experiencing, and the support technician should not take it personally.
03:23
It is best to remain calm and sympathize with the user's current inconvenience. Welcome being assurance that the issue will be corrected.
03:30
Follow the six steps in the troubleshooting theory, starting with first identifying the problem. Listen to the user and ask questions. The pinpoint the area to focus efforts. Next, establish a theory of probable cause. Consider the symptoms and any contributing factors learned from the user's, such as new applications or devices installed. Third,
03:47
test the theory and, if confirmed,
03:51
move on to the fourth step of establishing the plan of action for a resolution to the problem and implementing the solution.
03:57
The fifth step is verifying full system functionality, including applying any preventative measures so that the problem doesn't occur again. Finally, document the findings, actions and outcomes from the troubleshooting process.
04:10
Users rely on system and applications, support specialists to help them When a technical issue arises that they can overcome.
04:17
Being able to speak professionally, both calm and confident, is reassuring to users and will make the working through the troubleshooting theory steps to solve the problem more effective.

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