860 Computer Service and Repair
Dell has set up a comprehensive customer support Web page using the most
commonly asked customer support questions, Figure 20-5. The major FAQ topic
areas are customer support questions, technical support questions, and my
account questions. Figure 20-6 shows the Dell Web page for the most frequently
asked topics concerning Internet security. After selecting a topic, such as,“How
Do I Clear My Temporary Internet Files, Cookies, and History in Internet
Explorer?”, step-by-step instructions appear similar to those in Figure 20-7.
Dell saves thousands of dollars in manpower by posting answers to the
most commonly asked customer questions. They also satisfy customer needs all
around the globe by providing customer support 24/7. It is interesting to note that
Dell provides the very same information that could be found on the Microsoft
Technical Support Web site; however, Dell has personalized the information for
their customers.
Communication Skills
Communication skills are an area of customer support in which computer
technicians will most likely have the greatest room for improvement.
Communication with a customer is not limited to just the actual conversation.
It includes other aspects, such as body language and attitude. Although both of
these communication skills are unspoken, they present a clear message to the
customer about your level of willingness and concern for fixing their problem.
This section discusses various aspects of communication—specifically verbal
communication, body language, attitude, listening skills, telephone skills, writing
skills, and e-mail.
Figure 20-5.
Dell provides on
their Web site (www.
dell.com) a FAQ for
customer service
questions, technical
support questions,
and account
questions.