Customer Support for IT professional
Customer support provision for the IT professional (7540-030)
Assignment set up:
This assignment is made up of five tasks
• Task A – obtain support information.
• Task B – assess customer feed back.
• Task C – interpret trends.
• Task D – provide remote technical support and coaching.
• Task E – provide written user instructions for non-technical customers and to recommend suitable training courses and coaching sessions.
Scenario
You are employed by a company that provides a range of ICT support services. Customer requests for support are received at a customer call Centre, based in a different geographic location to the customers that it supports.
Recently you have made site visits to customers and are concerned to hear that they are not satisfied with the service that they receive from your company.
You have been asked to review specific sections of the process for delivering support to your customers.
You should carry out the tasks as instructed. Forms should be completed and screen prints produced as indicated in the tasks. Questions should be answered on the answer sheet provided. Some tasks require you to produce your own documentation.
TASK A – Obtain support information
1 Explain, in approximately 200 words, the reasons why customer service should be prompt and professional. Include three effects on the customer if it is not and three effects on the support organisation if it is not.
2 Describe three different ways of providing technical support, including at least one remote method (other than technical helpdesk).
3 Obtain a software update or patch as directed by your assessor. Save it onto a storage medium as instructed by your assessor. Rename the patch file to reflect what it is and what its use is.
4 Locate a hardware driver for a device as specified by your Assessor. Save it to disk.
5 Download an operator manual as directed by your Assessor. Save the document to a local drive or network location and check
Assignment set up:
This assignment is made up of five tasks
• Task A – obtain support information.
• Task B – assess customer feed back.
• Task C – interpret trends.
• Task D – provide remote technical support and coaching.
• Task E – provide written user instructions for non-technical customers and to recommend suitable training courses and coaching sessions.
Scenario
You are employed by a company that provides a range of ICT support services. Customer requests for support are received at a customer call Centre, based in a different geographic location to the customers that it supports.
Recently you have made site visits to customers and are concerned to hear that they are not satisfied with the service that they receive from your company.
You have been asked to review specific sections of the process for delivering support to your customers.
You should carry out the tasks as instructed. Forms should be completed and screen prints produced as indicated in the tasks. Questions should be answered on the answer sheet provided. Some tasks require you to produce your own documentation.
TASK A – Obtain support information
1 Explain, in approximately 200 words, the reasons why customer service should be prompt and professional. Include three effects on the customer if it is not and three effects on the support organisation if it is not.
2 Describe three different ways of providing technical support, including at least one remote method (other than technical helpdesk).
3 Obtain a software update or patch as directed by your assessor. Save it onto a storage medium as instructed by your assessor. Rename the patch file to reflect what it is and what its use is.
4 Locate a hardware driver for a device as specified by your Assessor. Save it to disk.
5 Download an operator manual as directed by your Assessor. Save the document to a local drive or network location and check