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CC 101 - Help Desk - Chapter 02

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by

Orlando Sprockel

on 20 October 2013

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Transcript of CC 101 - Help Desk - Chapter 02

Knowing when not to ask questions
Be the least intrusive
Verify understanding
signs of understanding
Paraphrase
"What" and "How"
Distractions
Week 02
Chapter 02


Oct 10, 2013
Listen for
Rapport and trust
Active listening
Communication
styles

CC 101 - Help Desk
Verbal Communication
Non-verbal Communication
Active Listener
Take note of the key points the customer is making

Skillful listening
Good listening
Aggressive People
Chatterers
Complainers
Whine and object but cannot always identify reasons why a solution will not work
Cannot or will not take responsibility for problem solving
Empathize but do not necessarily sympathize with their complaint
Paraphrase their main points
Make sure you understand the specific nature of their complaint
Ask them how they would like things to turn out

Two of the most basic and important skills service desk analysts must possess are
Listening skills
Communication skills

"Third Ear"
Emotional filters
Talking
Listening – Making an effort to hear something; paying attention
Active listening – Participating in a conversation and giving the speaker a sense of confidence that he or she is being heard
Passive listening – Simply taking in information and shows little regard for the speaker

The characteristics and benefits of active listening
How to avoid the distractions that prevent good listening
What to listen for
How to build rapport and trust with customers
How to identify and understand customer communication styles.

Developing Strong Listening and Communication Skills
Objectives
Active Listeners

Passive Listeners
Ask questions and respond to the speaker
Verify understanding
Pay attention to what is being said and how it is being said

Taking in information without questions
Accept information at face value
Show little regard for the feeling with which the information is being communicated

Ask questions and respond to the speaker

Ask appropriate and relevant questions
Assimilate and acknowledge the information the customer is providing
Use checklists to diagnose and methodically identify solutions
Important skills include:
Knowing what questions to ask
Know when to question the answers received

Good listening enables you to:
Learn the business language that customers are using to describe their work
Understand the impact when the technology is failing
Understand and adjust to your customer’s needs – no matter what their skill level

The “what” component is the incident the customer is experiencing or the information or instructions that he or she needs

The “how” component is any emotion the customer is experiencing as a result of having an incident or not having what they need

Benefits of Active Listening
Establish rapport with a customer
Listen for and respectfully use their name
Determine the customer’s emotional state
Build trust
Keep the conversation on track
Determine situations that requirement management involvement
Show customers that they are important and that you want to satisfy their needs
Jumping Ahead
Mental side Trips
1st - Speak
2nd - Listen
3rd - Observe
1st - Observe
2nd - Listen
3rd - Speak
Listing is not waiting for your turn to talk
Who is reporting an incident or service request?
What product or service is involved?
When is the incident occurring?
Where is the incident occurring?
How severe or widespread is the incident?
How is the incident affecting the customer?
Why is determined once a solution is identified

Detect any emotion the customer is experiencing
Obtain the details of the incident or service request
Graciously receive any complaints
Detect any misconceptions
Learn ways that products and services can be enhanced and improved
Gain insight that can be used to improve the quality of services

Begins with a willingness to fully comprehend and retain everything that customers are saying
Does not begin and end with the conversations you have with customers
Listening is a skill that you can use and apply on a daily basis in all areas of your life!

Knowing and selecting the right words
How people communicate
Verbal communication - The exchange of information using words
The words you choose to use can greatly influence the response you receive

Forbidden phrases
Tone and Voice
Facial expressions
Body language

People are different
(Like to take control)
Give them time to tell their story and then jump into the conversation when they pause or ask you a question
Chatterers can be fun, but they can also be a challenge when things are busy
Avoid encouraging them
Take control of the conversation by asking closed-ended questions
Closed-ended questions – prompt short answers such as “yes” or “no”
Have you ever been able to access this system?
Open-ended questions – cannot be answered with a “yes” or “no” response
What other applications did you have open when this incident occurred?

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