Elements and Performance Criteria
- Determine the user support issue
- Determine the eligibility status of the individual experiencing the user support difficulty against organisational guidelines for user support services
- Clarify the user support difficulty or change request with client, using active listening and questioning techniques where possible
- Confirm the nature of the user support difficulty or change request with client, using technical language that is understandable by the client
- Identify the hardware or software being used by the customer or client
- Identify the software, hardware, network connection or application being used by the client
- Identify the outcome the client is trying to achieve and the stage of the process they have reached, using active listening and questioning techniques
- Step the client back to the beginning of the process using plain English
- Walk the client through the process in a clear and logical manner
- Confirm resolution of user support issue
- Determine, describe and eliminate factors that may have created the user support issue or permit it to recur
- Explain and guide the client through a complete recovery and resolution process for the issue or change request
- Provide sufficient instruction to the client to enable effective handling and resolution of the issue, if it recurs
- Offer next level escalation or lodgement of change request, explaining cost involved, if user request is not possible to resolve under current circumstances
- Document changes where appropriate
- Maintain communication link
- Confirm resolution of difficulty with client according to client service policy
- Confirm client satisfaction with the current service according to client service policy
- 4.3 Inform client of additional support or services available, according to the organisation's client service policy
- 4.4 Provide the client with additional information related to products and services offered by the organisation, as required by the organisation's sales promotion requirements
- Complete the client contact records according to the client service requirements