Category Archives: IT 284

IT 284 Entire Course Updated

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IT 284 Entire Course Updated

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IT 284 Entire Course Updated

IT 284 Week 1 CheckPoint 1 The Customer Service Model

IT 284 Week 1 CheckPoint 2 Computer Support Dependencies

IT 284 Week 1 Assignment Defining Computer Support

IT 284 Week 2 CheckPoint Communication Techniques

IT 284 Week 2 DQs

 

IT 284 Week 3 Assignment How to Communicate

 

IT 284 Week 3 CheckPoint Using an ARS

 

IT 284 Week 4 CheckPoint Defining the Customer

 

IT 284 Week 4 DQs

 

IT 284 Week 5 CheckPoint Operational Differences

 

IT 284 Week 5 Assignment The Needs of Customer and Customer Support Technicians

 

IT 284 Week 6 CheckPoint Using Technology With Voice

 

IT 284 Week 6 DQs

 

IT 284 Week 7 Collaborative Assignment On and Offsite Support Strategies

 

IT 284 Week 7 CheckPoint Phone Etiquette

 

IT 284 Week 8 CheckPoint Dissecting the Problem

 

IT 284 Week 8 DQs

 

IT 284 Week 9 Capstone CheckPoint Establishing Seamless Support

 

IT 284 Week 9 Final Project Handling Difficult Customers (powerpoint only)

 

IT 284 Week 9 Final Project Handling Difficult Customers (paper only)

 

IT 284 Week 1 Assignment Defining Computer Support Updated

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IT 284 Week 1 Assignment Defining Computer Support Updated

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IT 284 Week 1 Assignment Defining Computer Support Updated

Assignment Defining Computer Support

Research, using at least 3 references, and Write, in APA format, a 700-word paper in response to the following

 You are a support technician manager building a help desk team. Your primary operation is to service customers with both hardware and software issues from a variety of PC platforms. Explain the position of a help desk worker to your newly-hired employees. Your paper must include the following

 The different levels of customer service

 The role of a support technician

 Methods and tools required to support consumers

 Distinction between internal versus external users and their requirements

 Current trends within computer support

 

IT 284 Week 1 CheckPoint 1 The Customer Service Model Updated

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IT 284 Week 1 CheckPoint 1 The Customer Service Model Updated

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IT 284 Week 1 CheckPoint 1 The Customer Service Model Updated

CheckPoint 1 The Customer Service Model

Write a 200- to 300-word response to the following As a customer support technician, there are many tools that facilitate prominent communication between the employee and the consumer. Include the components of the customer service model identified within your text. How would you use them to develop a customer experience strategy?

 

 

IT 284 Week 1 CheckPoint 2 Computer Support Dependencies Updated

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IT 284 Week 1 CheckPoint 2 Computer Support Dependencies Updated

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IT 284 Week 1 CheckPoint 2 Computer Support Dependencies Updated

CheckPoint 2 Computer Support Dependencies

Write a 200- to 300-word response to the following Computer support plays a vital role in an organization’s operations. Include how computer support interrelates with various departments such as HR, finance, marketing, and operations. What affect does this support have on the functionality of these departments? Identify possible consequences that an organization may endure if its computer support lacks development.

IT 284 Week 2 CheckPoint Communication Techniques Updated

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IT 284 Week 2 CheckPoint Communication Techniques Updated

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IT 284 Week 2 CheckPoint Communication Techniques Updated

Write a 200- to 300-word response to the following Building rapport with your customer is an inevitable component of computer support. Include the different techniques used to acquire and uphold the trust of your customer. How might the different communication skills, referred to in the text, facilitate rapport? Provide an example, during your current or past employment, of a time when you were required to use communication skills to build the trust of your customer. Were you successful? Explain your answer.

 

IT 284 Week 2 DQs Updated

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IT 284 Week 2 DQs Updated

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IT 284 Week 2 DQs Updated

Discussion Questions

What are some trends that computer support has witnessed over the past 10 years? How does the cost benefit of operating a help desk affect the utility of service support? What computer support trends have you witnessed in your work experience? How has this helped productivity within your organization? Explain your answer.

Body language conveys nonverbal cues to the recipient of any given communication. Explain the five nonverbal methods of communication identified within the text. How do nonverbal cues enable support technicians when resolving customer concerns? Specify

 

 

IT 284 Week 3 Assignment How to Communicate Updated

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IT 284 Week 3 Assignment How to Communicate Updated

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IT 284 Week 3 Assignment How to Communicate Updated

Assignment How to Communicate

Consider the following scenario

Note that communication is a key component to professional customer service. Bill, a project manager from a financial firm, calls the computer support hotline and expresses his frustrations with the software he has just purchased from your company. He is a new customer and has little experience with how to use the software.

Research, using at least 3 references, and Write, in APA format, a 700- to 1,050-word description of an approach, without solving the issue, which might be used to build a relationship with Bill. The paper must define and address any messaging technologies that would be applicable as well as the following

Nonverbal versus verbal communication

Effective questioning strategies

Rapport techniques

Active listening skills

IT 284 Week 3 CheckPoint Using an ARS Updated

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IT 284 Week 3 CheckPoint Using an ARS Updated

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IT 284 Week 3 CheckPoint Using an ARS Updated

CheckPoint Using an ARS

Write a 200- to 300-word response to the following The usage of an automated response system (ARS) enables problem identification by directing the customer to the appropriate support services. Identify the advantages and disadvantages of using such a system. Include the perceptions of the employee and customer when forced to use an ARS. How does an ARS affect the quality of the support services? What other technologies may be used to facilitate computer support, and how are they important?

 

IT 284 Week 4 CheckPoint Defining the Customer Updated

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IT 284 Week 4 CheckPoint Defining the Customer Updated

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IT 284 Week 4 CheckPoint Defining the Customer Updated

CheckPoint Defining the Customer

Write a 200- to 300-word response defining the various external customers found within computer support. How are these customers different from one another? How are the expectations of computer support different among various external customers?

 

 

IT 284 Week 4 DQs Updated

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IT 284 Week 4 DQs Updated

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IT 284 Week 4 DQs Updated

Discussion Questions

Organizations may not always know the needs or expectations of their consumers. What are considerations an organization must acknowledge when assessing these and how do they relate to each other? Provide an example of a current or past work experience when your organization lost sight of the underlying needs and expectations of your customer. What would you have done differently to ensure these needs and expectations were upheld?

What is the difference between internal and external customers? How do their needs relate to one another? How does computer support differ for internal and external customers