Day 4.1

<> * Recap: customer if tech savy or not tech savy 3scenerios practice already encountered : connect device, pages does not load, slow internet/no internet connection at all ** Networking 101 Wireless Technology 1. Wifi Vs. Internet Wifi - wireless fidelity Uses radio waves to transmit information Allows high speed data transfer without use of cables Connect a device to an access point Internet - public network, global/worlwide network/ allows access to various webpages and services Internet Waves First wave - building the foundation of the internet 2nd Wave - app economy and the mobile revolution 3rd Wave- The internet of things * Wireless Standards A family of specifications that started in the 1990s amd continues to grow today Codiferd improvements that boosted wireless throughput and range Developed by the IEEE for wireless Lan (WLAN) technology /Examples 802.11b - 11mbps 2.4ghz 802.11g - 22-54mbps 2.4ghz 802.11n - 54-600 mbs 2.4 and 5 ghz 802.11ac - 3.46 gbps 2.4 and 5ghz / Top Router Models in the Market 1.TP LINK 2. NETGEAR N750 3. Linksys Mac Stream 4. ASUS 5.Security Almond /Summary Wifi is different from internenet , a routers wireless standard specfies its performance ** Networking 101 WIFI Interference and Obstructions /Interferences Non physical factors-weather, caused by other radio signals (near appliance) - sudden disconnection, slow speeds, delayed responses, buffering/audio skips examples : bluetooth speakers/headses,remotes(infrared),cordless telephones, cellphones. wireless mouse and keyboards , baby monitors (radio listening to baby),microwave, other wifi routers /Obstructions - physical factors that affect wireless connections - block signals exam:walls (especially if concrete or brick) - it will receive little signals, mirrors, metals, water, chicken wire / How to deal with them? - try moving it to a diffrent place (if mobile) (ask the customer what can they move(what is movable) - move the router to a better spot use 5ghz insted of 2.4ghz - change channels - turn off devices which can cause interference ( if possible) - use wifi extender ( big home, for 2nd floor) ** NETWORKING - VOICE Vertical - router antenna must be pointed vertifcally for maximum coverage Obstructions - physical barriesrs Interference - radio waves Central - placed in a central location so wider coverage is even(middle) Elevated - elevated area, for less obsructions and better coverage (3-5 meters) above the ground ** Techies and Non- Techies 1. Non techie customer - cant understand what is a cable is, cant understand/familiar terms such is ethernet cable agent - patient in explaining the terms again and again to the customer. Agent- very noisy background- call out the people in the back simplify the terms- 2. Techie Customer - the customers knows what are the details needed to prvoide for the agent to check. she understand some terms such us download test , and mbps, wifi router, email, dish , another indication that the customer has a lot of knowledge with product, she has a lot of questions to the service ( knows certain terms, Agent - is not having a hard time explaining terms because the agent can understand the terms // Steps to communicate the tech concepts to non-techie customers 1. Know your customer - do not assume " if this is something you dont know, please let me know, ok? (be proactive) 2. No acronyms, jargons, buzzwords - simplify constructions. be descriptive, use anologies and example 3. Listen and observe your customer - listen to hits, words and terms the customers use Laptop computer, mac laptop - these are non-techie languge, Ethernet - Cable Local Area Network - you use a cable when connecting to the internet a collection of devices connected together in one physical location, such as a building, office, or home. *Focus on the understanding * verbal cues - " what do you mean by this and that * non-verbal cues - ask for feedback, capture hesistations and phrases like "uhms" 4. Connect with your customer Smile at the beginning of the call Use humor Use reassuring phrases and words (espcially to non techie customers)(describing in detail) ex: this wont be complicated , i promise you Just let me know if I am speaking greek already, yeah? techie - knows basic terms to advanced technology terms very spontaneous Value- seekers Very inquisitve and questions Laying down facts and the impact of the fact to their perosnal experiece Non- techie- vocabs are used with aprehension due to uncertainty of usage signs of uhms Tech averse or digital relectunt Low trust // Hughes Technical Terms Latency(leytensi) - the delay before the transferring of data begins following a command for its transfer Upload and Download - act of sending data from your device Download - receiving data from the internet on ur device. Ping- command sent to host that requests a response, Used to check if host is available and how long the response takes //Households of rural Areas The layout of the house can affect a important factor 1. Ranch - barn and garage 1 floor 2. bugnalow/craftsman - 1 floor, front lawn , terrace 3. Contemporary - house made of glass 4. Colonial - too many floor 5. Log home - glass and wood Bricks and tile room - its difficult to install dish 6. Meditterraean - alot of walls and hard to install dish 7. I- House 8 Mobile Home //Where do we install 1. Roof - facing the sky 2. walls - tilted upwards 3. Pole mount - outside, if not possible in the roof or walls ( check for obstruction )(facing upwards) Proper Hold Procedure May I place this call on hold for 1 - 2 minutes so that I can (state the reason for holding)? (Customer say, YES. Place the customer on hold) Thank you. Please stay online and I will be placing you on hold. (Returning to the Customer - Need More Time) Thank you for patiently waiting and I apologize for the long hold. Currently, I need more time to look further on your concern. Can I again place you on hold for an another minute or two? (Returning to the Customer - With Results/Updates) Thank you for patiently waiting and I apologize for the long hold. Here is what I got from while you are on hold... Proper Hold Procedure May I place this call on hold for 1 - 2 minutes so that I can (state the reason for holding)? (Customer say, YES. Place the customer on hold) Thank you. Please stay online and I will be placing you on hold. (Returning to the Customer - Need More Time) Thank you for patiently waiting and I apologize for the long hold. Currently, I need more time to look further on your concern. Can I again place you on hold for an another minute or two? (Returning to the Customer - With Results/Updates) Thank you for patiently waiting and I apologize for the long hold. Here is what I got from while you are on hold... ------ 1. Opening : Hi thank you for calling hughesnet support this is Lan. How can i help you today? 2. Paraphrase: to my understadning you are calling because you are experiencing a slow internet connection Am I correct? 3. Assurance :I am very sorry about that, But dont warry I will do my best to assist you okay? 4. Asking premission to probe: To further resolve your concenrn, is it okay to ask few questions and run some tests? 5. Verification: May I ask for your first and last name? ( thank you) Is it okay to call you Khier (okay) How about your hughesnet account number (thank you) 6. Pulling Up Customer: Please give me a few seconds to pull-up your account 7. I am running some diagnostics on your dish and modem: What time did it start Where is the modem located Is there any appliances or walls near the modem? ( oh i see) Upon some speed test it seems that you have 15mbps right now which is below acceptable internet speed 8. So here is what we are going to do, is it possible for you to move the cordless phone 15ft away from the modem , Just let me know if you are already done moving it away Did you already move it Khier? Thats great Lets Try to check your internet connection if there is any improvement Do you have any device on hand right now? can you try browsing the internet if it is working properly? So how is the internet? is it okay (thats great to hear) Just to let you know Khier the signal from the cordless phone can actually affect the signal strength of the internet. Is there anything alse I can help you with? Just a recap you called because of slow internet connection and we found out that the modem is located near the cordless phone that can affect the internet connection. and what we have done is we moved the cordless phone away from the modem and the signal got better Khier I will just let you know that you will be receiving REFERENCE Do you have paper and pen in handy? your ref is 1111 Closing: again y

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