A_2006_In_Depth_Chapter22

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Chapter 22The Professional PC Technician pg.1137


Processors and Chipsets In this chapter you will learn: • About some job roles and responsibilities of those who sell, fix or support personal computers • How to interact with customers when servicing and supporting personal computers • About software copyrights and your responsibilities under the law


Job Roles and Responsibilities • PC Support Technician • PC Service Technician • Bench Technician • Help-desk Technician


Certifications and Professional Organizations • CompTIA – Computing Technology

Industry Association • www.comptia.org/a • A+ Certification has industry recognition • First step in becoming a PC Technician


Record Keeping and Information Tools • Specific Software to Test and Use – Virtual Box • Hardware and Software Documentation Data Base • Expert Systems for Troubleshooting • Call Tracking • Help Desk System -


What Customers Want: Beyond Technical Knowhow • Positive and Helpful Attitude • Own the Problem • Be Dependable • Be Customer-Focused • Be Credible


What Customers Want: Beyond Technical Knowhow • Maintain Integrity and Honesty • Know the Law with respect to your work • Act Professionally • Perform Your Work in a Professional Manner


Support Calls: Providing Good Service • Respond and Complete Work in Reasonable • • • • •

Time Be Prepared for the Service Call The Work is Done Right the First Time Reasonable and Competitive Price for the Work Done Good Interpersonal Skills Keep Customers Informed of the Progress of Work


Planning for Good Service • Follow Company Policies When Taking a Call • Identify the Problem Before Making an On-Site Visit • Be Familiar with Company Policies • Take Notes • Search for Answers


Planning for Good Service • Use Your Troubleshooting Skills • Ask For Help • Allow the Customer to Decide When Service is Finished • Create a Record of the Call and the Problem Solved


Making an On-Site Service Call Only one rule: • BE PREPARED


Interacting with the Customer • Don’t take over their computer without

permission • Ask permission to use any other equipment • Don’t use the phone without permission • Don’t pile your belongings and tools ontop of theirs • Place their comfort before yours


Interacting with the Customer • Be a good listener, do not interrupt • Be clear, concise and direct • Do not talk down or patronize • All problems are important, big or small • Don’t use techie language • Don’t take drastic actions such as formatting


Interacting with the Customer • Provide Alternatives • Protect the Confidentiality of Data • Don’t Judge the Users Hardware of

Software • Don’t Answer Your Cell Phone; its Rude • If You Make a Mistake; Be Honest About It


After the Problem Is Fixed • Have the Customer Double Check Your Fix • Restore any Backed Up Data and Verify • Reboot the Machine to Make Sure it Will Boot Again • Summarize Your Work and Fill Out Paperwork • Explain Preventive Maintenance


Phone Support • Identify Yourself • Ask for and Write Down the Name and Phone Number of the Caller • Double Check the Spelling • Get a Description of the Problem


When the Customer is Not Knowledgable • Don’t use Techie Talk • Don’t Over Task the Customer • Frequently Ask For Updates • Follow Along on Your PC • Give Opportunity to Ask Questions • Compliment the Customer


When the Customer is Overly Confident • Compliment the Customers Knowledge, • • • • •

Experience or Insight Show Respect for the Customers Knowledge Slow the Conversation Down Use YOUR Problem Solving Skills Don’t Accuse the Customer of Making a Mistake Use Technical Language that the Customer Understands


When the Customer Complains • Be an active listener • Give the Customer Time to Vent • Don’t Be Defensive • Know How to Handle Verbal Abuse


When You Cant Solve the Problem • Ask a co-worker for suggestions • Know the Policy for Escalation • Document the escalation • Tell the customer you are escalating the problem • Pass the problem to the right persin


Protecting Software Copyrights • License: is the right to use a piece of

software, does not mean you own it. • Copyright: is the right to copy work, it belongs to the creator


Federal Copyright Act of 1976 • Allows for only one copy of software to be made • Employers or Supervisors can be held liable • Site License: gives a company the right to use multiple copies of software


Industry Associations • Software Information Industry Association

– www.siia.net • Business Software Alliance – www.bsa.org Hard-disk Loading: • Installing unauthorized software on computer for sale


Warning Sings: • No end-user license is included • There is no mail-in product registration

card • Software is installed on a new PC, but documentation and original disks are not included in the package • Documentation is photocopied or disks have handwritten labels


Your Responsibilities Under the Law • You are allowed ONE back up copy Penalties: • Up to 5 years imprisonment and or fines of up to $250,000


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