A customer wishes to change the details of the contact person on the SLA.
A customer wants two new computers added to the existing SLA without additional cost.
The customer is asking to upgrade the level of service and is willing to pay the price difference.
An unhappy customer calls to get clarification of the costs and penalties of the SLA.
Place the customer on hold to allow the customer time to become calmer.
Allow the customer to explain the problem, possibly dispelling some of the anger.
Discuss possible causes of the problem.
Sympathize with the customer's problem.
Try to minimize the significance of the problem.
Document all information on the work order
Update the operating system
Upgrade the BIOS
Prioritize the problem
Install remote diagnostic software
Gather information from the customer
Supported software
Diagnostic procedures
Acceptable working conditions
Service location
Accessibility requirements
Car parking arrangements
Talk over the customer and quickly gather the necessary information to help them.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that they are giving too much unnecessary information.
Politely step in and gain control of the call by asking the customer social questions.
Interrupt the customer immediately to explain the solution.
Interrupt the customer at the earliest opportunity because you know what they are going to say.
Wait until the customer has finished speaking, and then explain the possible solution.
Ask the customer to complete the explanation as quickly as possible because a possible solution is known.
Be positive.
Explain what you will be unable to accomplish.
Look for alternative ways to help the customer.
Interrupt customers to explain solutions and save time.
Refer customers to the Internet when the solution is obvious.
Explain the SLA terms and conditions
Determine the level of knowledge that the customer possesses about computers.
Place angry customers on hold immediately.
Immediately transfer angry customers to a manager.
Use brief communication to establish a one-to-one connection with the customer.
Call the customer by name.
Place customers on hold as soon as the issue is identified. The on-hold message will inform customers that they have been placed on hold.
As soon as the issue has been identified, tell customers that you need to put them on hold, then immediately place them on hold.
Ask and wait for permission before placing customers on hold.
Do not place customers on hold. Ask them to call back in an hour when the issue would have been researched and a solution found.
Your name
Ticket number
Impressions of the customer
Customer name
Department name
Part numbers
Politely interrupt to refocus the customer.
Encourage conversation to gain the customer's trust.
Gather as much information as possible while the customer is talking.
Ask open-ended questions.
Transfer the customer to a manager.
Allow the customer to talk for one minute and then ask closed-ended question to regain control of call.
Listen carefully and attempt to solve the customer's problem.
Explain to the customer that company policy is not to tolerate verbal abuse and that the call will be terminated unless the customer's language is moderated.
Explain why the previous service was appropriate and under no circumstances admit to there being any deficiencies in the previous service.
Schedule a meeting with the customer, another technician, and the manager.
Use jargon, abbreviations, and acronyms relating to computer repair
Possess good listening skills
Be willing to work long hours
Display professional behavior at all times
Be willing to talk strongly to difficult customers
Use simple step-by-step instructions.
Explain possible causes of the problem to the customer.
Criticize the customer to prevent the possibility of repeating the problem in the future.
Ask to set up a conference call with a level 2 technician.
Speak in plain terms.
Send chain letters via e-mail to minimize time needed to spread information.
Begin each e-mail with an appropriate greeting.
Use all capital letters to make reading easier.
E-mail information that would be difficult to say in person.
Avoid replying to "flames".
Take calls only from customers that are knowledgeable about computers.
Take frequent gaming breaks.
Go for a quick walk.
Listen to soothing sounds.
Practice relaxed breathing.
Take a long lunch hour to reduce fatigue.
Personalize the call by periodically asking questions unrelated to the computer problem.
Allow the customer to speak without interruption.
Use technical terms to determine the level of knowledge the customer possesses.
Ask only closed-ended questions.
Refer to the customer by name whenever possible.
Place the customer on hold to give the customer time to calm down.
Transfer the customer to a different technician.
Advise the customer that with her cooperation the problem can be easily solved.
Explain how the Web site can be used by both of them during the call to quickly eliminate problems.
Place the customer on hold to allow time to calm down.
Ask the customer for permission to be transferred to a manager.
Maintain a positive tone of voice and offer to help solve the problem.
Talk to the customer in a stern tone of voice to gain control of the conversation.
Listen to the complaint and explain that the coworker is frequently rude.
Tell the customer that they can call the supervisor if they have a complaint.
Listen to the complaint, apologize for the incident, and then offer to help the customer.
Ask the customer to submit their complaint in writing.