Customer service and Experience.

Situation Related to Faulty Systems (Application, hardware, services)

Scenario: This scenario is based on the customer service and experience to satisfy their customer. In this scenario, I’m playing a role of customer service representative, who is working in PT tech company.Customer has bought a laptop from PT teach but he found that laptop has some problem, that’s why customer is come to the help desk regarding the complaint of product. I asked some general question about the product. Then, customer said that laptop get to hat when he/she use the the laptop. After that, I properly look that the product and check everything is working or not. But everything looks perfect. After asking some question from customer I found that when customer is used the laptop, it covers the prevent the ventilation system while he/she use the laptop on top of laps and cloth blocks the bottom and side vents.

Best Practices of Customer Service

1. Open Communication:

1. As we know our first impression is last impression. So when we interact with customer to use the good communication then it’s improves our skills and result will be positive.
2. Understanding of each word’s and customer’s expectation while we dealing with our customer carefully. Most important thing is that gives enough time to explain them clearly then provide the information to customer.

2. Clear Guidelines:

1. When we are dealing with customer try to explain the specific information what they really need. Solve the customer’s problems with the help of alternatives’s and solutions.
2. Be responsible to solve the customer’s problems and issues. If you deal or cooperate with customer, they will collaborate with you. Then explain issues, problems and solutions to customer in clear words as according to the guidelines.

3. Optimistic:

1. We need to be optimistic while we are working as a customer service representative. Always keep a smile while dealing with customer and great customer are very well but it should be genuine.
2. If you have any face problem while service them don’t panic, try to understand situation to your customer. Always focus on providing the solution to customer because it’s shows the optimistic of us.

Best Practice of Conflict Management

1. Assertiveness:

1. When as a customer service representative yo may face many angry customers then you always need to be a assertive. We have to care about the customer’s expectations and demands.
2. If customer get angry then we have to be kind with customer and be clear with guiltiness and thoughts.

2. Agreement:

While we conflict with customer try to find some points so that we can agree with customer because it can be help to calm down the customer and shows that you are listening them.

3. Silence:

Silence plays crucial role in conflict management. While customer become frustrated and angry and customer explain their things then let them finish first and wait for silence. After that, we must explain the main issues regarding factors and cooperate with him/her so that we can find solution as soon as possible.

4. Analysis:

We did a role play for this scenario where I have played a role of customer service representative and another person is as customer. It was good role play practice. Firstly, we are greeting with each and then I asked that “how can I help you?” .Then he told me that he bought a laptop from the our shop before week but it has some problem regarding overheating. He wants to exchange or repair the product.

I ask him regarding the product receipt which is important thing to shows the product details and customer verification. I asked some question because I want to follow the policy rules and make customer satisfy from our service side. I told the solution of the problems and make him happy.

After that I was successful to provide him good information. Moreover, he gave me a limited time frame which I had managed very well. I made my customer satisfied. If I get this kind situation in future I would like to handle it in very professional way. I would like to make it more interactive with a good communication with customer. I will create a good cooperative environment, so it will be easier for us to deal with each other and come up with good solutions.

IT Professional who Receive a Request from a client which Impose the Security risk in the System.

Scenario: In this scenario I am playing a role of IT profession. I am very professional in ethical hacking. But one day my best friend comes to me and ask me for a favor. Then I ask him like what kind of favor from me. Then he tells me that he wants to steal someone’s identity from social media. Then he force me for doing this but try to make him understand tell her my boundaries and limitations.

But he wants take advantage of our good friendship. he has tried to make convince for doing this I was in a situation where I can’t do any irresponsible behavior. According to the IT ethics I could breach the rules of our policy. That was a moment when I had to use assertive skill that I had listen her side then I had explained her everything that this is not in my favor and I can’t cross my boundaries and I don’t want to put myself in wrong situation.

Best Practices I have used

Assertiveness: I was so fair with my words. As I have listen his issue carefully. I had some responsibilities so can’t compromise with that at any cost. I have considered both sides so my decision shouldn’t put anyone in trouble.

Conflict: As he came to me for his personal issue and I tried to know what he wants to from me then according to his demand I denied doing that, but I didn’t say “no “directly because I didn’t want to make any conflict of it. I tell him every aspect of the problem why I can’t do this for his.

Best Practices Did not Worked

Body language: Actually during video he was in hustle that he wants to me stealing the information but did not understand my side after a while i tried to tell him issues then got it where i had to repeat my words again and again.

Future Improvement

Information collection: Information collection will be in my focus if I got this kind of situation in future. Because in this scenario maybe I lose some information for collection. According to me, good collection of information helps to make decision easier and save time.

Wording: I would like to improve my wording as I convey my idea to another person maybe sometimes my words are not clear to them then it can be a reason of misunderstandings. If I work on it will be more productive practice.

Description : Personal Social skills, Interpersonal Social skills and Multicultural Skills has important role in our social life. It’s shows professionalism and personality of people while they are working in organisation. Every person get many qualities which people need in their daily life. People becomes more confident, self-aware and optimistic with the help of these skills. So, now we discuss these three skills and also explain two other skills related which are comes under the these skills and discuss the effects of these skills when a person do a job at their workplace in upcoming paragraphs.

Personal Social Skills: Personal Social skills are plays a crucial role in every Person’s life while they are worked at their workplace.

Two skills related to personal social skills:

1. Empathy
2. Cooperation

Empathy: This is a skill which is mostly relates to understanding the feelings and thoughts of others. How to use this skill at workplace: at working place when we deal with our clients listening them, their needs, questions and problems. but it should be genuine, consideration of their issues and problem and giving them right solutions for them.
Advantages: 1. Empathy helps people to connect with each other for analysing the problems and getting their solutions.
2.Within the organisation it helps to create trust, build more creativity, decrease the work stress.
Disadvantages: 1. It can be a cause of creating unhealthy relations at work place. If you try help others always you will get dissatisfied.
2.It can be turn into your weakness, people take your advantage for their self means.
Cooperation: Cooperation in workplace can be a reason for profit or loss of an organisation. it is always possible thing to found at a workplace, but it is very important to create harmony over an organisation and good production. with cooperation all the tasks can be done so easily as well it saves the times so workers can get more time to do other duties.
Advantage: 1. Easy for formation: when you get new at an organisation you are not familiar with the system other employees can cooperate you to understand the formalities of the management.

2. Cooperation can be found in a team work and helps to making decision easily there will be less stress on co-workers because they can share their ideas to achieve goals before the deadlines.

Interpersonal Skills: These skills also known as soft skills it connects to the way how we communicate with each. Most of the employers consider these skills in the candidate whom they gone to hire. it is key factor at workplace to get succeed. Two interpersonal skills are:

1. communication
2. leadership
   

Communication: Communication is very important skill all over the workplaces. for creating a good relationship with co-workers, customers and it can be verbal and written.
Advantage:1. It helps to make things clear and fair. You can share your innovative ideas very confidently. You can lead a project very well and achieve the goals.
2. With good communication skills you build a good team. That you can share your thoughts and can communicate with the peers you can listen them carefully and understand their ideas this kind of communication helps to create new good relationship with others.
Disadvantages:1. There will be chances of transferring the wrong information that be a reason of conflict. It can be a reason of misunderstandings with each other’s.

2. Communication can be verbal or non- verbal so transferring ideas become a deal if you are not capable to understand others like what they are wanting to say and what is your mind.
Leadership: Leadership skills become very important for candidate as most of the employers look for the motivated and qualified workers who can work accurately and can motivate other employees. it requires self-confidence and vision and good communication skills.
Advantages:1. Leadership can be a positive side of an organisation that if you have leader at your workplace who can give you instructions like what you need to do where you need to focus for completing the task.
2. It can be helpful to get direction and being motivated to complete the works within deadlines. This skill plays important role for solving the conflicts. With leadership skill you can communicate very effectively.
Disadvantages: Sometimes you don’t get good leader at workplace they misuse their power they just try dominating and control other workers it will affects the goal achievement then workers will be get in stress they will lost their direction.

Multicultural awareness skills: It is the ability to understand and acceptance of the history, culture and life experiences of the of them who comes from the different cultural groups. Being aware about this helps to increase the trust, improve the workplace relationship among the employee. Also, helpful to improve communication.

1. Observation
2. Self-awareness

Observation:

There are so many ways available to understand cultural differences that you can observe so many activities and how people are interacting with each other what are ethics are they follow. You can observe the differences between your culture and others as you are working at multicultural workplace is become easy to understand things.

Advantages: 1. Observation helps to build a trust between workers and their employers. 2. Employers can get feedback from their workers as soon as possible.

Disadvantages: 1. Sometime they do not represent their work properly because they do not observe their task good enough.

2. All employees never perform their task in same way while they observe wrong things to do.
Self- awareness: Self- awareness is very important skill it covers so many aspects like knowledge about your own culture, acceptance of differences, style of your communication and interaction and thinking differences.

Advantages: 1. Multicultural awareness skills help to being creative at workplace, able to be accepting the difference between cultural and able to make relationship with diverse people.
Disadvantage: 1. It can create communication issue, lack of efficiency in speaking clearly it become the reason the increase in competition over the organisation with the employees which can lost the harmony.

Conclusion:
These all skills play very important role to improve your personality one should have those characteristics to being able to work with multicultural organisations, become good and effective communicator, good leader at workplace. If a person has good knowledge of these skills he can be a very competitive person at a workplace and can shine their future very well.

Introduction:

This session is based on concept of object and interface with components. In this activity, student divides into two teams and build different components of an airplane to follow the requirements without any interface. When teams are built components, they bring all components front of room. Representative see components of both teams and Representative said to teams that they work together and trying to build and integrate these components together and make airplane with these components. After that, again teams build different components but now teams can communicate with other team and analyse the problem of components and remembered their previous components and model. Teams design their airplane on the paper and show all parts of airplane with name and make a documents how they change design and add new parts of air plane components with the help of communicate and interface with other team.

Part 1:

These are the airplane components which are showing in above image. We have four components to build an airplane from left side : cockpit, fuselage, tail end and wing. Teams must not use red bricks to build parts of airplane. Each team’s selected components bring to the front of room and explain their components. Representative see components and say to both teams that they work together but they can’t change their components. Teams build their final product together which is showing in upcoming picture.

Part 2:

In part 2, teams break their previous model and again teams build their components without interface. First, project teams design sketch of airplane and discuss with other team. Each teams explain their sketch to other team and replace some parts of components or add some parts which are helpful to build final product. In our team, we are changed the some part of cockpit component because in previous product, it was creating some problem to make airplane with LEGO. And secondly, we replaced tail of airplane with new components and make it better for new model. After, team reduced the size of fuselage, so that it can be easy to adjust with other plane components. After this part of communication, each get back to their work and build their final component without any interface. Once Both teams done with their components, representative ask one team member of each team to bring their components to the front of the room. Each team member identify their components to other team. Again both team are head together and build their final airplane with their components, as we done in the previous part of the exercise and compared previous airplane with new one and measured how much time it takes to complete.

Introduction:

In project 3, we have requirements engineering LEGO session. This project is based a software system activity called PASS- Programming Assignment Submission System. Each project team identifies and represent their actors for Model and justify the role of actors. After selection of actors, each team create a use case and a single model accordingly their use case. Each team tells story about their use case and Model. Project Teams repeat these steps 3 times and give explanation of their use case and use model. Then, All projects teams works together and make relevant connections between their models and chosen actors to follows the Use Case Diagram. When they are done with a big model, teams create a Use Case Diagram with the help of their Model.

Identify Actors and Models:

Actor 1

Actor 2

Models:

1. I choose two actors and give a role of teacher and student to each actor. Accordingly these two actors which are showing in Image, I create use models for use case.

2. After that, I create a first use case for solutions, student can send mail to teacher for solutions and then tutor will help to student with providing solution or give any suggestion. Based on this, I made Use Model with LEGO which is showing in above picture.

3. In this Use case, I am selected this model for submission and give result, teacher can send assessment to students on this new system. Student submit their final assignment on submission system and tutor provide result to students. Model of submission system is showing in above picture.

4. In last, I make a model of administrator which will be showing the connection between student and admin. Student go to admin and admin provide information about courses and student enrolled in their course.

Final Model:

In final model, all teams work together and make a connection between their actors and models with the helps of chains. Everyone contributions their ideas and make a final model of software system which is called PASS(Programming Assignment Submission System ).

UML Use case Diagram

In last, we made a UML use case diagram which is the part of this project. Use case diagram represent the behavior, functionality and actions of that things which are involved in Use case diagram. In use case diagram, we shows the relation between actors and use cases. In upcoming image, we can see how different actors and use case connect with each other based on our final LEGO model.

Introduction:

In introduction, we have a project which has some important activities.This project is based on building. Project team do this project with waterfall methodology clear technical communication and initially. But in this process, every member team have to communicate with other members by documentation and understand the mind structure of others through getting initial documentation.

WBS

Story

Suggestions

Requirements:

First, Project team got initial requirements with product ID from instructor . Every team member have limited time to see requirements and they can add more things if anything missed according to their experience.After do this, instructor will come and collect the worksheets from project teams and they will passes their requirements to another team.

Design:

Every Team member design the sketch of house accordingly that requirements which they are getting from other team member. Now, again team member have to write the product ID on their worksheet. Every team member design the structure of house based on received requirements. Team members can write down number of bricks which will be used in construction of house.

Implementation:

In implementation, every project team member received the implementation worksheet from instructor and also each team got previous design worksheet from another. Now, each team build house with Lego Bricks according to design and and requirements which they received from another team.

Verification:

After that, each project team got verification document.And they verified each and everything based on implementation sheet and Lego house structure which they received from another team. Each Team remembered to fill the product ID on their worksheets.

Story

WBS

A work breakdown structure is used to manage the time of project according to the tasks. A WBS organize all team members’s  work into manageable stages and it provide estimated duration of process in different time periods so that we can control schedule and finish process in estimated time. 

GANTT CHART

Suggestion:

1. Communication is important to make a project. communication should be clear and technical. In this project, we communicated to other with documentation. But, some team member didn’t use clear and technical communication. That’s why i didn’t understand the some concept of project. And i effected the design of my initial project. Because, team members didn’t specify the requirements and needs of project. So, project team must use clear communication and technical communication to achieve the project requirements.

Introduction:

In introduction i would like to introduce my project which named as Software Process. In this project we have to communicate with all team members. we have some requirements, which are most important to building this project. As a project team, we have different roles and responsibilities to make this project. This project is based on the Arch Bridge and we used Lego to make the Arch Bridge.  Me and my other team members worked on this project. This project have 4 different stages which are playing most important role in this process.

1. DFD level 0 and DFD level 1
2. WBS
3. Story 
4. Suggestion

DFD Level 0

In DFD level 0, we discussed  all important entities and process with the help of diagram. All icons of entities are labeled with different names and meaningfully connected with process.

 

DFD Level 1

In DFD level 1, we talked about all entities and also considered relations of one entity to other entities and process as well as a diagram and write down all relevant operations of each and every entities according to relations.

story

 WBS

A work breakdown structure is used to manage the time of project according to the tasks. A WBS organize all team members’s  work into manageable stages and it provide estimated duration of process in different time periods so that we can control schedule and finish process in estimated time. 

GANTT CHART

Suggestions: 

In suggestion, i would like to suggest about Modeling. In modeling, design of the project must be better specified and fulfilled the requirements. But, in our project we used Lego to make a project but we took lot bricks to make bridge. that’s why it effected the cost of bridge.    

 

Thanks for joining me!