(Doc) Customer Care in ICT

CUSTOMER CARE IN ICT
Index
01 Understand how to provide ICT customer care by developing
Customer relationships
1.1 -Describe the uses of interpersonal communication
techniques
1.2 -Explain the different approaches and methods used for
supporting technical and non-technical customers
1.3 -Describe the organizational requirements for ICT
customer care
1.4-Explain the effect of ICT customer care on the rest of the
organization
02 Be able to provide ICT customer care by developing customer
relationships
2.1 -Monitor compliance with organizational requirements
for ICT customer support
2.2-Follow organizational guidelines and procedures to
communicate with customers
2.3 -Interact effectively with customers to achieve agreed
outcome
03 Be able to contribute to improving the delivery of service
3.1 Describe the implications of customer satisfaction for
the business
3.2 Describe the methods of measuring customer
satisfaction levels
3.3 Suggest improvements to ICT service delivery
3.4 Handle complaints from customers following
organizational guidelines
3.5 Gather specified customer satisfaction information
3.6 Analyze specified customer satisfaction information
3.7 Report on specified customer satisfaction information

01 Understand how to provide ICT customer care by developing
Customer relationships
1.1 Describe the uses of interpersonal communication techniques
Interpersonal Communication have many uses for example
Give and collect information
Form contacts and maintain relationships
Give and receive emotional support
Anticipate and predict behavior
Express personal needs and understand these of others
1.2 Explain the different approaches and methods used for
supporting technical and non-technical customers
If you provide any form of customer support, it's important to establish
good working habits when you meet a new client or customer for the first
time, to keep projects from getting out of hand.
Different methods to support technical & non-technical customers.
Technical
Be careful of misinterpreted words and phrases
Remember that technical problems involve emotional reactions
Anticipate customer objections and questions
Keep the customer informed
Non-Technical
Identify a way to prioritize issues. Clients will not want to do this for
you, or not do it in a way that you will be happy with. You might
prioritize issues that effect multiple clients, issues blocking a sale, or
issues with key functionality higher than others - a client will tend to
classify every issue as high priority.
Do screen-sharing conference calls. Sometimes it’s important to see
the exact steps a user takes - or to straighten out the names a user
has given to UI elements in your system.
Agree on language. It helps if entities in your product or project are
consistently named.
If the client uses their own vocabulary for your system, try to learn
and use it. This is also valuable if their employees do not speak the
same native language as you.

1.3- Describe the organizational requirements for ICT customer
care
Quality assurance procedures should be in place to make sure that all
staff deal with customers in a professional manner. Theorganizational
aims and objectives of a business should be customers based. Some
common business aims include, ‘to ensure customer satisfaction’ and
‘increase offerings to new and existing clients.’
1.4 Explain the effect of ICT customer care on the rest of the
organization
Customer service begins with you. Hiring and retaining service-minded
people and properly training them to provide excellent service is a good
start, but don't stop there. Conduct customer surveys to find out how
you're doing, and then tailor your service to meet their expectations. Bad
service, including seemingly small things such as the way an employee
answers the telephone, can devastate a small business. Check in
occasionally and use meetings, memos and incentives to make sure your
employees are doing their best for your business. A friendly, pleasant and
relaxed environment will make your customers happy and benefit you and
your staff as well.
02 Be able to provide ICT customer care by developing customer
relationships