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Q13
ONSITE DISAGNOSTIC SERVICE CALL OSD PROVIDES
Contacting Dell Technical Support or Dell Copilot Support when necessary during the course of
troubleshooting
Extracting log files and providing to Dell when needed by Dell Support
Q14
DOA AND IN THE SECOND ATTEMPT
DIRECT TO DELL SUPPORT AND THEY WILL SOLVE THE ISSUE
Unfortunately I cannot personally provide a system replacement, but I will speak to the Dell
Service desk and explain to them the current situation. They will do their best to resolve your
issue quickly and efficiently and ensure that you are satisfied.
Alternatively, I could attempt to repair your faulty machine and have it up and running again
without delay.
These alerts are filtered to only those that qualify for a support case.
After the support case is created or updated, SupportAssist securely collects system information
from the device.
Dell Technical Support uses this data to troubleshoot the issue and provide a solution.
2- External factors
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Q2 MARK AND LARRY DOA
SHOW EMPATHY BY HEARING HER OUT RIGHT
Q3 DISCONNECT A CABLE
PULL ON ITS CONNECTOR OR ITS PULL TAB RIGHT
Anti-Static mat
Wrist strap
Bonding wire
Call/report CID to Dell if not sure about Complete Care / Accidental Damage call type
Q17 WHEN SETTING CUSTOMER EXPECTATIONS WHAT CAN TWO KEY UNDERSTANDING THEY
MUST HAVE
LATENT DEFECT
CATASTROPHIC FAILURE
Q20 SUPPORT LIVE IMAGE
Q22 WHICH LEVEL IS RECOMMENDED FOR SMALL SQUARE AND HEX NUTS
HEMOSTATS
Q26 INSULATOR SHOULD BE PLACED AWAY FROM THE WORK AREA PRIOR TO OPENING THE
All insulators should be removed from the work area or placed 12 inches
(30cm) away at a minimum whenever possible. Single Response: What is the
minimum distance that insulators should be placed away from the work area
prior to opening the system?
12 inches (30cm
Q27 BONDING
Bonding is a method for connecting two or more grounding conductors to the same electrical potential
1 As when installing anything on a customer’s system, the SupportAssist application must be installed
and configured either,
•by the customer;
•or, by you with permission from the customer;
•or, by you under direction of technical support.
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Dress appropriately
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Q30 IDENTIFY THE REQUIRED SKILLS TO PROVIDE BETTER CUSTOMER SUPPORT
Whether you are currently taking Installations/Service Call for Dell, or are new to the process, there are
ways to leave the customer with a positive feeling.
Positive Attitude
Be Vigilant
Decisiveness
Empathy
Communication skills
NO SYMPATHY
OSD Overview
What's Covered?
An On-site Diagnostic service call provides the following service:
Extracting log files and providing to Dell when needed by Dell Support
If incorrect contact information, contact your back office or Dell for guidance
If you have waited for 20 minutes, and the customer is not available, call your back office and
inform them that you have been waiting for the customer.
If you face a problem with the system or components, call, back office or Dell for assistance.
What if you test the system and find there is a technical issue related to hardware? You should
always call Tech Support for instructions and guidance on how to proceed further.
- Contact your back office and keep them updated on that status, quoting the name of the tech
support agent they spoke to.
Report a heat check result, if negative inform DSP back office immediately.
In case of incorrect contact information, your best option is to call your back office for assistance and
inform them that the customer cannot be contacted on the numbers in the dispatch The back office will
contact Dell to obtain alternate contact numbers or let you know what you should do in this situation.
The back office will contact Dell to obtain alternate contact numbers or let you know what you should do
in this situation.
In such a situation, Back Office should contact the customer as soon as possible to notify about the delay
looping the Service Engineer and try to complete the service call at the customer’s earliest convenience
If during an installation, you anticipate a risk of possible delay for the next visit, inform
to DSP back office promptly and they can call the customer
Provide an estimate of when the onsite service will be provided, based on established
Dell’s Break-Fix Service
The first phase in the Dell Service call is Call Acknowledgement. In this phase, a dispatch is created by a
Dell technician for onsite service and a notification is sent to you electronically. The notification contains
the relevant information that would help you to contact the customer and service the system as per the
service agreement.
Inform the customer that, all customers with good or bad experience might receive a survey for
the Onsite Service