IT 284 UOP Tutorial/ Uoptutorial

IT 284 ENTIRE COURSE

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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)

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IT 284 WEEK 1 ASSIGNMENT DEFINING COMPUTER SUPPORT

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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

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IT 284 WEEK 1 CHECKPOINT 1 THE CUSTOMER SERVICE MODEL

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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?

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IT 284 WEEK 1 CHECKPOINT 2 COMPUTER SUPPORT DEPENDENCIES

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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.

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IT 284 WEEK 2 CHECKPOINT COMMUNICATION TECHNIQUES

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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.

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IT 284 WEEK 3 ASSIGNMENT HOW TO COMMUNICATE

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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

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IT 284 WEEK 3 CHECKPOINT USING AN ARS

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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?

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IT 284 WEEK 4 CHECKPOINT DEFINING THE CUSTOMER

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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?

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IT 284 WEEK 5 ASSIGNMENT THE NEEDS OF CUSTOMER AND CUSTOMER SUPPORT TECHNICIANS

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Assignment The Needs of Customer and Customer Support Technicians
Research, using at least 3 references, and Write, in APA format, a 700-word paper responding to the following Customers and customer support employees are similar yet different in many ways. Assess the requirements of each and how they fulfill each other’s needs. Your paper must include aspects pertaining to the satisfaction and the perceived expectations of each party. In addition, describe measurable outcomes from both the employee and customer when exceptional customer support is provided

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IT 284 WEEK 5 CHECKPOINT OPERATIONAL DIFFERENCES

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CheckPoint Operational Differences Write a 200- to 300-word response identifying how the tasks of an internal and frontline computer support technician differ. How do these differences affect the level of employee satisfaction? What factors are involved when satisfying your employees? Explain your answer.

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IT 284 WEEK 6 CHECKPOINT USING TECHNOLOGY WITH VOICE

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CheckPoint Using Technology With Voice
Write a 200- to 300-word response to the following Local computer support provides an over-the-phone experience for the customer in need of problem resolution. Include the disadvantages of not seeing the customer face-to-face? How does technology enrich the customer’s phone experience? Explain your answer.

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IT 284 WEEK 7 CHECKPOINT PHONE ETIQUETTE

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CheckPoint Phone Etiquette
Write a 200- to 300-word response to the following Effective telephone communication is an expected attribute within any computer support organization. Discuss best practices used in pregreeting, greeting, conversation, and closing that facilitate a successful call. In addition, identify the proper uses of phone functions and how they assist computer support specialists in resolving problems

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IT 284 WEEK 7 COLLABORATIVE ASSIGNMENT ON AND OFFSITE SUPPORT STRATEGIES

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Collaborative Assignment On and Offsite Support Strategies

Read each of the two troubleshooting scenarios

Scenario 1 Steve recently purchased a new computer from the local electronics outlet. Now, 3 months after buying his new computer, his monitor is frozen and will not restart without unplugging the machine. He tells you that all of his family photos have been saved on the hard drive and that it is imperative for you to retrieve them.

Scenario 2 You are a service representative at a company that manufactures computers for financial applications. Katie, a branch manager for a bank, calls you and says that all of her POS terminals have quit working. Each terminal runs using Windows XP and is connected to the bank’s network. Katie has no working knowledge on these stations and cannot resume operations without them.

Discuss, with another student from your course, the different resources required to support the customers mentioned. Then, individually, research, using at least 3 references, and write, in APA format, a 350-word analysis for each scenario, describing how support would differ if done onsite or offsite. The following components must also be addressed in each analysis

Support software needed

Required hardware

Cost of support

Skills required

Steps for selecting and implementing technology

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IT 284 WEEK 8 CHECKPOINT DISSECTING THE PROBLEM

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CheckPoint Dissecting the Problem
Write a 200- to 300-word essay in response to the following Conflict resolution strategies help minimize the time required for problem solving computer support issues. Do the following
o Define problem solving within a computer support environment.
o Identify the four-step conflict resolution process and how other problem solving methods build upon this strategy

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IT 284 WEEK 9 CAPSTONE CHECKPOINT ESTABLISHING SEAMLESS SUPPORT

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Capstone CheckPoint Establishing Seamless Support

Enterprise computer support has experienced on-going development to better serve various consumer bases.

Write a 200- to 300-word response encompassing strategies that would help minimize miscommunication between the two parties. Within the text, what components of the problem solving strategy have the greatest effect within a computer support atmosphere? How might the support specialist and customer both be satisfied if there has to be compromise from one side of the conversation?

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IT 284 WEEK 9 FINAL PROJECT HANDLING DIFFICULT CUSTOMERS (PAPER ONLY)

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Final Project Handling Difficult Customers

Resource Appendix A

Construct a checklist of at least seven reasons why customers become difficult when communicating their technical problems. From your list, choose three of these common complaint behaviors and address how you would resolve them using the following concepts

Consumer emotions

Ownership strategies

Self-control strategies

Adaptation

Mistaken customers

Problem customers

Research, using at least 3 references, and Write, in APA format, a 1,050- to 1,400-word paper identifying the significance of each of concept and the possible challenges that may arise during the resolution process.

Create a 10- to 15-slide Microsoft® PowerPoint® presentation reinforcing the key tactics needed to minimize consumer conflict when providing computer support services. Your presentation must be outlined as if you are a trainer trying to familiarize each newly-hired support technician with their work. At the end of your presentation, your audience must have insight into the components of enterprise computer support.

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IT 284 WEEK 9 FINAL PROJECT HANDLING DIFFICULT CUSTOMERS (POWERPOINT ONLY)

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Final Project Handling Difficult Customers

Resource Appendix A

Construct a checklist of at least seven reasons why customers become difficult when communicating their technical problems. From your list, choose three of these common complaint behaviors and address how you would resolve them using the following concepts

Consumer emotions

Ownership strategies

Self-control strategies

Adaptation

Mistaken customers

Problem customers

Research, using at least 3 references, and Write, in APA format, a 1,050- to 1,400-word paper identifying the significance of each of concept and the possible challenges that may arise during the resolution process.

Create a 10- to 15-slide Microsoft® PowerPoint® presentation reinforcing the key tactics needed to minimize consumer conflict when providing computer support services. Your presentation must be outlined as if you are a trainer trying to familiarize each newly-hired support technician with their work. At the end of your presentation, your audience must have insight into the components of enterprise computer support.

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