Ch 2: Operational Procedures Flashcards
801 - Professionalism & Procedures
Appropriate attire for the workplace?
Clean, pressed khaki trousers & polo shirt
Phone call: User has a blank screen. Useful follow up question?
Do not imply an accusation! Try “Is your computer turned on?” then, “Is your monitor turned on?”
What kind of verbage should be used when speaking to ordinary users?
Complete sentences which contain NON-technical jargon. Avoid using acronyms.
At the very least, what tool should be in every technician’s collection?
Phillips head screwdriver
Never ___ at a user
Yell
You receive a call on your cell phone while listening customer describe a problem they are having in person. How do you prioritze these two matters?
Put the customer first! Silence your phone.
When requiring repeat access to their account, what should be done about their private password?
Respect their privacy. Ask them to change their password temporarily.
After completing a troubleshooting call, what is good practice?
Follow up to check on the customer
Avoid static discharge on computer components by using a…
…Anti-static wrist strap
How to avoid electromagnetic interference…
Keep magnets away from computers
While troubleshooting a customer’s computer, before doing any technical work, you must speak with the customer to find out what might have gone wrong. But you must not ask questions like, “What did you do?” Why?
While eliciting answers from the customer you must not accuse them… even if it is their fault.
Customer question: “When can you have this fixed?”
It is okay to hold off on giving a time-frame prediction until you’ve diagnosed the machine. If you don’t have a prediction then tell that to the customer.
ESD - What does it stand for?
Electrostatic Discharge
Explain ESD.
ESD occurs when two objects that possess different levels of electric potential. When they touch they have to ‘equal out.’
In what environment are static electricity and ESD most prevalent?
Cool and dry environments. Server rooms can be cool an dry.
