Telerik Software Academy

Tina StanchevaTelerik Support Leads

Communicating Live with Clients over Phone or Remote Assistance SoftwareTelerik Software Academyhttp://academy.telerik.com Petya Sotirova1Table of ContentsOverviewPhone AssistanceRemote AssistanceTips for Communicating Live with Clients22OverviewDirect contactOver the phoneOver remote assistance softwareAttitudeGathering relevant informationDealing with emotionsDealing with wrong expectations3 , . , , , (, , - ( ), (, ). . - , . 2 .

remote assistance . , .

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3Phone Assistance4Phone AssistanceA service for direct communication with the support engineers An extension to the regular support serviceMostly useful to escalate support tickets and find support resources5BenefitsImmediate Direct contact with a Technical Support EngineerBrings an issue to a Technical Support Engineers attention

6Phone Assistance CallPhone ringsGreet the customer and introduce yourselfCases:Escalating a pending ticketAsking a simple questionAsking a complex question7 , , . . . 7Closing the CallRecap the actions you will take after the callFollow-up through email Process a requestClose the phone callExecute the actions you agreed onFollow up with the customer to ensure they are happy with the results8Difficulties with Phone AssistanceDirect contactThere is no agendaToo much background noise or bad connectionDealing with accentsHandling wrong expectations99Remote Assistance10Remote AssistanceA mechanism for live troubleshooting of support issues together with the clientGathering information about complex issues by seeing them in the environment they occurAn extension to the regular support service11BenefitsScreen sharingReal-time discussion (no going back & forth)Audio conferencingChat client available in the softwareObserving the problem in the client environmentTesting or applying fixes in the client environment12When Do We Need Remote AssistanceWhen an issue cannot be reproduced locallyThe client has sent project that reproduces the issue but the behavior in the local environment is differentProposed solutions do not resolve the issue in the clients environmentWhen the communication is slowWhen the issue is urgent13Who Are the ParticipantsClients team of developersPeople directly involved in the projectTelerik Technical Support Engineer(s)Telerik developer(s)14Organizing a Remote Assistance SessionInitiating a Remote Assistance SessionCreating an agendaEnsuring the availability of all involved partiesScheduling and sending an invitation15Initiating a Remote Assistance SessionClient indicates the need of a Remote Assistance SessionThrough the ticketing systemSupport engineer indicates the need of a Remote Assistance SessionIssue can not be reproduced locallyThe problem resolution is taking too long16Agreeing on the AgendaBrainstorm and prioritize the meeting objectives (within the team)Communicate with the client what can be discussed during the meetingOrder the items on the agenda according to urgency, relevance or order of receipt17Scheduling and Sending an InvitationDealing with different time zonesChecking remote assistance slot availabilityMeeting software calendarSend the meeting details and the agenda to all involved parties18World Time Buddy http://www.worldtimebuddy.com/

18During the Meeting (1/2)Meetings start at the agreed timeIntroductionsWait for everyone to joinGo over the agenda and the issue at handDecide wholl start presentingChange the presenter, if necessary19During the Meeting (2/2)Take keyboard and mouse controlSwitch presenterKeeping to the agenda is very importantControl timeKnow whats been covered and what remains20Closing the Meeting (1/2)Use closing statements If everything hasnt been covered agree on a follow-up meeting or indirect c0mmunication (e-mail, ticket)Summarize the discussion Agree on further actions, if applicable21Closing the Meeting (2/2)Provide follow up on the same daySummaryLinks to relevant support resourcesIf preparing a sample has been discussed, communicate the time needed to provide itLog the meeting as an activity22Difficulties with Remote Assistance (1/2)Direct people contactWhos going to be the facilitatorClient is unpreparedClient demands immediate resolutionClient wants to discuss items that are out of the agendaControl is lost (IIS, Visual Studio, admin rights)Slow connection23Difficulties with Remote Assistance (2/2)Too much background noiseCant understand the client Connection lostPeople are late24Demo25Tips for Communicating Live with Clients26Tips for Communicating Live with ClientsFirst impressionReframe any negative statements into solution-oriented onesShow empathyShow courtesy Pay attention and show that you are listeningTreat callers as you would like to be treated27Introduce yourself in a positive manner right after answering the phone. Saying your name right away gives the customer confidence and helps establish a more personal rapport with the customer. If the customer needs to vent, dont jump to the solution too quickly. They want to be recognized as the customer and as someone who is important to you and your organizationReflect what has been said by paraphrasing. Ask questions to clarify certain points. Summarize the speaker's comments periodically27Tips for Communicating Live with ClientsSmile. It can alter your voiceSit up and take a deep breath. It is relaxing and will take the tension out of your voiceSpeak clearly and control your voiceBe conscious of all background noisePauseEliminate fillers28Always sit up straight and smile when you take a call, it shows. Smile while you are on the phone with a customer. It really does make a huge differenceBy pausing, you give people enough time to take in what you are saying. When you finish a thought, think of adding a period (.) by counting to three in your mind. If it would be a colon (:) , count to two, and if it is a comma (,) , count to one. In other words, don't run your words together.

28Tips for Communicating Live with ClientsAssure the customer you can help Do not draw a conclusion until all of the information has been presentedBe open and honestDont fake understandingIts okay to say you dont know the answerAvoid placing the customer on hold29It's OK Not to Know, it's not OK not to address29Tips for Communicating Live with ClientsAlways remain positive about your own organization, its processes, and its peopleSummarize the conversation and agree on next stepsOnce the issue is resolved, be certain that the customer is satisfied with the resolution30Communicating Live with Clients over Phone or Remote Assistance Software , , SEO - , HTML, CSS, JavaScript, Photoshop ASP.NET MVC HTML, SQL, C#, .NET, ASP.NET MVC " cloud "BG Coder - - online judge , " " , ASP.NET - , , C#, .NET, ASP.NET iPhone, Android, WP7, PhoneGapfree C# book, C#, Java, C# - - C# , , ??????????????????Questions??