Customer Service Basics
What are some foundational concepts in customer service?
Trust-building, empathy, acknowledgment, and tone
Why is asking questions essential in troubleshooting?
It helps gather crucial information.
Why is trust-building crucial between IT support and users?
Trust-building is crucial to foster effective communication and problem-solving between IT support and users.
What is an example of not-so-good documentation?
No documentation
A vague description of the problem without any solution
What interview format often involves troubleshooting scenarios and explaining technical concepts?
Technical interview.
Why is clarifying the user's problem space important?
To prevent unnecessary troubleshooting
What is the main goal of isolating the problem in troubleshooting?
To shrink the scope to the relevant area.
Why is tone important in written interactions in IT support?
Tone in written interactions impacts user experience and perception, requiring a balance between friendliness and professionalism.
Why is it important to regularly update documentation?
To reflect changes in systems and processes
What habits should be practiced during interview preparation to demonstrate engagement and understanding?
Practice active listening habits, maintain eye contact, and ask relevant follow-up questions.
How should interruptions be managed during interactions?
Pause to allow the user to finish speaking.
Why is finding the root cause crucial in IT support?
It prevents recurring problems for multiple users.
What distinguishes empathy from sympathy in customer service?
Empathy involves understanding and sharing the user's feelings, while sympathy is merely feeling compassion for the user's situation.
What is the purpose of updating tickets with issue details, troubleshooting steps, and solutions?
To keep users informed and provide an audit trail
What component of an elevator pitch aims to explain who you are, what you do, and why the listener should be interested?
The goal of the elevator pitch.
How do they suggest bulding rapport with customers?
Personalizing interactions by recalling personal facts shared by the user.
Engagement in small talk to foster a connection, if suitable.
What does the "Follow the Cookie Crumbs" method involve
Tracing back to when the problem started and progressing forward.
Why is it important for IT support to acknowledge user comments and concerns?
Acknowledgment reduces tension, fosters user engagement, and prevents communication breakdowns in IT support interactions.
How can documentation ensure consistency and accuracy in execution for recurring tasks?
By documenting steps for recurring tasks
What activity helps in building confidence and reducing nervousness by simulating real interview scenarios?
Conducting mock interviews with a friend or family member.
How does the video suggest handling uncomfortable situations?
Encouraging bystander intervention and escalation
What are the two common pitfalls of troubleshooting?
1. Autopilot Mode
2. Neglecting the Root Cause
What are the four soft skills taught in the lesson?
Empathy
Tone
Acknowledgment
What is a characteristic of good technical documentation?
Concise and clear
What preparatory steps should be taken to ensure optimal performance the day before an interview?
Ensuring you're well-rested for energy, focus, and reduced anxiety.