IT 284 EXPERT TUTOR/UOPHELP

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For more course tutorials visit uophelp.com IT 284 Week 1 CheckPoint 1: The Customer Service Model IT 284 Week 1 CheckPoint 2: Computer Support Dependencies IT 284 Week 1 Assignment: Defining Computer Support IT 284 Week 2 CheckPoint: Communication Techniques IT 284 Week 2 DQs IT 284 Week 3 Assignment: How to Communicate IT 284 Week 3 CheckPoint: Using an ARS IT 284 Week 4 CheckPoint: Defining the Customer IT 284 Week 4 DQs IT 284 Week 5 CheckPoint: Operational Differences IT 284 Week 5 Assignment: The Needs of Customer and Customer Support Technicians IT 284 Week 6 CheckPoint: Using Technology With Voice IT 284 Week 6 DQs IT 284 Week 7 Collaborative Assignment: On and Offsite Support Strategies IT 284 Week 7 CheckPoint: Phone Etiquette IT 284 Week 8 CheckPoint: Dissecting the Problem IT 284 Week 8 DQs IT 284 Capstone CheckPoint: Establishing Seamless Support IT 284 Final Project: Handling Difficult Customers (powerpoint only) IT 284 Final Project: Handling
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IT 284 Entire Course

uophelp.com

IT 284 Week 1 CheckPoint 1: The Customer Service Model

IT 284 Week 1 CheckPoint 2: Computer Support Dependencies

IT 284 Week 1 Assignment: Defining Computer Support

IT 284 Week 2 CheckPoint: Communication Techniques

IT 284 Week 2 DQs

IT 284 Week 3 Assignment: How to Communicate

IT 284 Week 3 CheckPoint: Using an ARS

IT 284 Week 4 CheckPoint: Defining the Customer

2

IT 284 Final Project Handling Difficult Customers (paper only)

For more course tutorials visit

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Resource: Appendix A

Construct a checklist of at least seven reasons why customers become difficult when communicating their technical problems. From your list, choose three of these common complaint behaviors and address how you would resolve them using the following concepts:

Consumer emotions

Ownership strategies

Self-control strategies

Adaptation

Mistaken customers

Problem customers

3

IT 284 Final Project Handling Difficult Customers (powerpoint only)

For more course tutorials visit

uophelp.com

Resource: Appendix A

Construct a checklist of at least seven reasons why customers become difficult when communicating their technical problems. From your list, choose three of these common

4

IT 284 Week 1 Assignment Defining Computer Support

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Research, using at least 3 references, and Write, in APA format, a 700-word paper in response to the following:

  • You are a support technician manager building a help desk team. Your primary operation is to service customers with both hardware and software issues from a variety of PC platforms. Explain the position of a help desk worker to your newly-hired employees. Your paper must include the following:
  • The different levels of customer service
  • The role of a support technician
  • Methods and tools required to support consumers

§ Distinction between internal

5

IT 284 Week 1 CheckPoint 1 The Customer Service Model

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Write a 200- to 300-word response to the following: As a customer support technician, there are many tools that facilitate prominent communication between the employee and the consumer. Include the components of the customer service model identified within your text. How would you use them to develop a

6

IT 284 Week 1 CheckPoint 2 Computer Support Dependencies

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Write a 200- to 300-word response to the following: Computer support plays a vital role in an organization’s operations. Include how computer support interrelates with various departments such as HR, finance, marketing, and operations. What affect does this support have on the functionality of these departments? Identify possible consequences that an organization may endure if its

7

IT 284 Week 2 CheckPoint Communication Techniques

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Write a 200- to 300-word response to the following: Building rapport with your customer is an inevitable component of computer support. Include the different techniques used to acquire and uphold the trust of your customer. How might the different communication skills, referred to in the text, facilitate rapport? Provide an example, during your current or past employment, of a time when

8

IT 284 Week 3 Assignment How to Communicate

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Consider the following scenario:

Note that communication is a key component to professional customer service. Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software.

Research, using at least 3 references, and Write, in APA format, a 700- to 1,050-word description of an approach, without solving the issue, which might be used to build a relationship with Bill. The paper must define and address any messaging technologies that would be applicable as well as the following:

Nonverbal versus verbal communication

Effective questioning strategies

Rapport techniques

Active listening skills

9

IT 284 Week 3 CheckPoint Using an ARS

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Write a 200- to 300-word response to the following: The usage of an automated response system (ARS) enables problem identification by directing the customer to the appropriate support services. Identify the advantages and disadvantages of using such a system. Include the perceptions of the employee an

10

IT 284 Week 4 CheckPoint Defining the Customer

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Write a 200- to 300-word response defining the various external customers found within computer support. How are these customers different from one another? How are the expectations of computer support different among various external custom

11

IT 284 Week 5 Assignment The Needs of Customer and Customer Support Technicians

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Research, using at least 3 references, and Write, in APA format, a 700-word paper responding to the following: Customers and customer support employees are similar yet different in many ways. Assess the requirements of each and how they fulfill each other’s needs. Your paper must include aspects pertaining to the satisfaction and the perceived expectations of each party. In addition, describe measurable outcomes from both the employee and customer when excep


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