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Final Guides

IT 284

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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 &nb..
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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 platform..
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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 dev..
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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 th..
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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, fa..
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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 organiza..
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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..
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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 employ..
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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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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 unde..
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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 ..
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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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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 y..
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Computer applications help minimize the communication barriers experienced over the phone throughout the support process. How do they maximize the support technician’s efficiency? Explain a current or past work experience where you used both phone and a computer application to facilitate a custom..
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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 t..
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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 ph..
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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 resoluti..
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Serving Internal and External Customers offers  problem resolution and recovery strategies used to diffuse disgruntled customers. What are these strategies and why are they dependent on the type of consumer in need of support? How are these tools affected when the support is solely over the ..
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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 strateg..
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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 e..
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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 e..
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