CHDP course
Terms
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- Expeditor,
- A person who executes quickly and effectively
- Expert,
- A person with a high degree of knowledge, skill or experience in a particular field,
- Customer Champion,
- A person who actively promotes and supports customers
- In the beginning
- Support centers were "back office" operations found in the basements, attics, and cleaned out storage closets
- When CSTs do not use the services provided by the support center, the organization is affected negatively in several ways
- Decrease productivity, decrease morale, staff turnover, los revenue and increased operating costs
- The Help Desk resolve technical issues and a Call Center serves as a sales function
- These two support models are evolving into one, value-added Knowledge Center
- Multi-channel methods of resolutions
- Email, self-healing, knowledgebase tools, case access, self-help and web chat
- If a commom resolution exist, an automatic reply is drafted to the customer
- Self-healing
- Diagnoses software application problems and attempts to automatically fix them
- Knowledgebase Tools
- A database that is populated with solutions to real problems
- Case Access
- An efficient and reliable way of providing up to the minute case status info to customers
- Self-help
- Allows customers to search an online knowledge base using relevant words or phrases
- Web chat
- Real time customer support without using a pone or email
- The 6 benefits of a Knowledge Center
- Absolute Access
- The Knowledge Center's Role in the Business. The three driving forces of a best-in class organization
- 3 components: Business Image, Business Impact and Company Culture
- The support industry began as:
- A back-office operation
- What results from customers not using the services provided by the support center?
- All of the above
- The three structual elements that every support center framework must have for success are:
- Strategy Statement, Service Level Agreement, and Standard Opeating Procedures
- Strategy Statement is directed to all....
- Stakeholders [Everyone]
-
What is the number 1 Marketing Tool?
a. SOP
b. SLA
c. Strategy Statement - Strategy Statement
- What is OLA?
- Opeating Level Agreement
- SLAs includes
- Stategic Statement, scope of services, response time for each service, hours of operation, stated levels of quality and speed of services and key contacts for all issues
- One of the main elements of a SLA is defined severity or?
- Priority levels
- Primary response time is:
- The time that exists between the Customer first report of an issue and the time the support professinal address and resolve the issue
- Determining Response Times is based on:
- Productivity lost, number of customers affected, and the overall business impact
- What are the 2 levels of Impact
- Business and Technical
- Standard Operating Procedures are written & directed to:
- Support Professional
- Standard Opeating Procedures outlines
- best practices procedures
- SOPs are beneficial because they
-
Provide Consistency
Strengthens teamwork
Provide ease of Training for Mgrs.
Makes customers comfortable - A Strategy Statement is directed to:
- Stakeholders [everyone]
- What is the purpose of implementing a SOP
- To provide consistency thruout the organization
- The _________ is a great opportunity to market the Knowledge Center to Customers
- Strategy Statement
- A SLA is directed to
- Customers and the support center
- What are the three structural elements of a Support Center?
- Strategy Statemenet, SLA and SOP
- Alignment means that
- every element both governs and supports the others
- A strategy statement
- addresses the need for a well-defined vision & address all stakeholders
- Service level agreements
- help to create measureable standards. A negotiated contract between the support center and its customers
- Standard operating procedures
- provide established policies and guidelines, written for support professionals.
- TBD
- TBD
- High Impact Training top 10 issues
- Apprenticeship, Documentation, Learning Lunches, Conference Calls, Role-playing, Rotations Customer Greetings, Placing a Customer on Hold, Handling Customer Issues, Follow-up Techniques, Closing Case Reports