Final Project Timeline

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kidsAssociate Program Material Appendix A Final Project Overview and Timeline Final Project Overview The final project for this course provides a more comprehensive look at enterprise computer support, and is designed to apply course content to relevant issues concerning the field of computer technology The project incorporates your fundamental knowledge—resulting from the completion of discussion questions, CheckPoints, and assignments—into a computer support strategy for difficult consumers. The scope of the final project demonstrates the basic problem-solving strategies and resolution tactics used to support computer issues. The Project: * Construct a checklist of at least seven reasons why customers become difficult…show more content…
As outlined below, some assignments in the course are designed to assist you in creating your final project. If you complete your course activities and use the feedback provided by the instructor, you will be on the right track to successfully complete your project. * Suggested in Week One: Construct a checklist of at least seven reasons why customers become difficult when communicating technical problems. * Suggested in Week Two: Choose three of these common behaviors and address how you would resolve each using the following concepts: consumer emotions, ownership strategies, self-control strategies, adaptation, mistaken customers, and problem customers. * Suggested in Week Three: Brainstorm ways to resolve your support issues using the given strategies. * Suggested in Week Five: Begin writing a rough draft of your paper. * Suggested in Week Six: Continue working on your paper, identifying the significance of each concept and the possible challenges that may arise during the resolution…show more content…
There basically seven reasons how a customer can be upset with a technical representative when communicating with them. The first would want a live person compared to the infamous line: Your call is important to us Please Hold for next available representative. Not only is the customer upset that he or she needs assistance but now they have to wait on the phone for who knows how long. This will only make matters worse when you start talking to the customer. The second usually connects with the first, how long is the wait for a tech. representative. The longer a customer has to wait the more upset they become, fast and courteous has always been the most important customer service, when you have to wait even just a few minutes, the boiling point gets higher and higher. Fast and prompt usually cools a already upset customer, even if you are on the line a little longer than usual, at least you are solving the issue at hand, Third would end up being an incompetent Representative, the reason there is a call is because YOU the rep should be knowledgably enough to help, Reps that are not of knowledge of problems should not be there, bad enough the customer is already upset there is no reason for unknowledgeable person to be helping a customer. Knowledge is King hear and the more knowledgeable you are with the situation the better the customer

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