Customer Service | Technical Support Fundamentals
1) Free response: What's the difference between good and great customer service? What's the most important part of customer service to you?
Ans: Good customer service reps will get the problem solved eventually. Great customer service reps will get it solved immediately, doing everything they can to remedy the problem at hand
Empathy is the ability to sense and understand the emotions of others. It's essentially putting yourself in the emotional shoes of the customer. Many will argue that empathy is the most important customer service skill out there.
2) You're doing desktop support and the company policy is that you can only help with company equipment. A user walks in:
Tech: Hi there, how can I help you?
User: My computer is really slow and I can barely use it. Can you help me figure out what's wrong?
Tech: It looks like this is a personal computer. Are you talking about your work computer?
User: Uh, no, this is the one that I need help with. I figured you’re good with computers and you could help. My daughter needs it for a school assignment that’s due tomorrow, but it's too slow for her to get anything done.
What would you do?
Ans: Explain why you can’t troubleshoot the issue, per the company policy. But give him some tips on what common issues could be slowing down his computer, and how he might go about fixing them.
3) Situation: You work for a company that requires a visual verification when resetting passwords. The verification doesn't have to be done through your company account. However, you must see the person "live" (not through a picture), so that you can match them to their photo before resetting their account.
Scenario: Phone call
Anastasia: Thanks for calling. My name is Anastasia. How can I help you?
Ling: Hi, Anastasia. This is Ling. I need to reset my account password.
Anastasia: Hi, Ling. I’d be happy to help you with that, but first I need to verify your identity. Can you do a video call with me through Skype?
Ling: I can’t get into my work account. That's why I’m calling.
What would you do in this situation? Check all that apply.
Ans:
- Ask the user if they have a personal account to use for Skype.
- Suggest that the user does a video call with you through their phone.
4) A user needs their password reset. The IT Support Specialist is pulling up the necessary information while the user starts asking a bunch of questions: Why does the password have to have a capital and a symbol? Why can’t I write it down? Why does it change so often? Isn’t this a waste of time? How would you respond to the user?
Ans: Let the user know that you're working on their issue and will be sure to answer all of their questions once you're done.
5) A user walks in to get IT support. The IT Support Specialist is a female. The user is male. There's also a male IT Support Specialist in the room. The user explains to the IT Support Specialist that his co-worker is on leave and he needs to access her files. The female technician attempts to explain the policy, which doesn't allow for this, given security issues. The male user demands to speak with the male IT Support Specialist to reach a solution.
If you were the male technician in this situation, what would you do?
Ans: Tell the user that there is no difference in knowledge and understanding between you and your co-worker.
