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IT504 Module1 Creating Segrest Robyn

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17 views

IT504 Module1 Creating Segrest Robyn

Uploaded by

rsegrest
Copyright
© © All Rights Reserved
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Business Goals and Tech Support Processes 1

Business Goals and Tech Support Processes

Robyn Segrest

Professor Scott Mensch

August 16, 2021


Business Goals and Tech Support Processes 2

Part 1: Business Goals

 Goal – 504 technologies will increase market share by 5 percent within three years.
o Objective - 504 Technologies will develop an entry-level industry recognized skills-
based certification for 504 software solutions.
 Strategy 1 – Within two months the software team will develop a list of
certifiable skills sets required to use current 504 software solutions. The skills
will be ranked proficient or expert.
 Strategy 2 – Marketing and software team experts will work together to
produce two skills-based certification exams within one year. One exam will
be registered as Specialist and the second exam will be registered as Expert.
 Strategy 3 – The software development education team will pursue national
accreditation for the newly developed certifications upon their completion.
o Objective - 504 Technologies will develop an interactive game that will reduce the
amount of time required to become proficient with 504 software.
 Strategy 1 – The marketing team will partner with educators to determine
non-negotiable requirements verse customer desires with regard to the
interactive game with the finalized report being completed within six months.
 Strategy 2 – The software development team will design and create an
interactive video game with full consideration of the requirements report
provided by the marketing team within eighteen months of receipt of the
report.
 Strategy 3 – The marketing and software support teams will implement
online educator training conferences that will occur bi-annually.
Business Goals and Tech Support Processes 3

Part 2: Tech Support Processes

Phone Protocols
When a customer calls for support, they may be frustrated, respond using the following
guidelines at all times:
 Answer the call within three rings.
 Speak clearly at all times.
 State the company name, department the customer has reached, and introduce yourself.
 Remain cheerful and empathetic to the customer reassuring them that the problem will
be resolved.
 Actively listen and take notes.
 Ask before placing a customer on hold.
 Check voicemail and respond to customers within twenty-four hours.
 At the end of the call ensure that you have answered all questions and thank the
customer for their patience through the call.

Required Information
The following information is required to be entered into the database to provide the customer
proper technical support.
 Enter the customer’s first and last name.
 Ask and record the customer’s place of business if applicable otherwise enter N/A.
 Request a good call-back telephone number and times that the customer would prefer a
return phone call if necessary.
 Enter the name and version number, if available, of the product the customer is using.
 Notate the timestamp of the call.
 Obtain an overview of the problem the customer is experiencing, being as specific as
possible.

Troubleshooting Processes
In any customer support issue, there are five main steps to be followed:
 Identify the problem by obtaining as much information from the customer as possible.
o Ask what task the customer was attempting to accomplish and what specific
steps they performed up to the point that the issue occurred.
 Attempt to establish the root cause.
 Locate the appropriate resolution within the internal support FAQs documentation.
 Guide the customer through the resolution process.
 Verify full functionality is restored.
 Establish that the customer is satisfied with the resolution, pleased with the service they
received, and has no further questions.
 Throughout the call process document all information.
 At the end of the call, thank the customer for allowing you to assist them.

Prioritization
Prioritization is a critical factor in customer support. 504 Technologies adheres to the following
prioritization guidelines:
 First-in first-out; incoming calls are processed in the order they are received except in
cases where the customer has purchased a service contract. If a customer has
purchased a service contract, forward their call to the appropriate CSS.
 When determining the priority level use the following questions to assess the scope of
the issue. Rank each answer 1 – 5 with 1 being the highest severity. Calls with the
highest severity sum will be handled first.
Business Goals and Tech Support Processes 4

o What is nature of the problem?


o How many users are impacted?
o What services are impacted?
o How fast must the problem be resolved?
o Why is the problem happening?

Follow-up Contacts
Remember, a customer’s time is valuable. When following-up with a customer, whether through
email, phone, or chat, ensure that the problem has been resolved to the customer’s satisfaction
and that they are pleased with the service they received. Thank the customer for calling and
assure them that customer support services are available to assist them should require future
assistance. If the customer is dissatisfied in any way, apologize and offer to have a CSS
manager contact them to resolve the matter.

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