Chapter 5 Homework Flashcards
Learn?
What is a good way to set your costomer’s expectations regarding your service call?
Involve the customer by explaining the options avaible and the overal impact of each. Then offer them choices.
You would use this command to check and repair errors on a volume or logical drive.
Chkdsk
When servicing a customer’s computer which choice should be the highest motivating factor?
Meet the customer;s expectations.
Why should you always try the least invasive solution to a problem first?
To keep from making things worse
Following the six step method of troubleshooting, what is the first thing you should do when trouble shooting a problem?
Interview the user
If a certain file extension is set to be opened by a program by default this is called?
File association.
You have an application that has failed to start because a supporting service isn’t running. How would you start it?
Services console.
Which of the following is a good trait to have as a support technician?
Accept ownership of a problem even if it is the customer’s fault
There is a six step stragegy to compelete customer service. Which of the choices has the highest priority?
Verufy the fix and take preventative action.
You have an application that has never worked. What would you try
Make sure your operating system is completely up to date.
Your customer is spearking negatively about your company, its products, and quality. What do you do?
When they’re done apologize.
there is a six step strategy to complete customer service. Which of the choices has the highest priority?
Plan the solution and fix the problem/
When a device driver causes errors on startup, but you can still access the operating system, which choice would you use to examine and fix the proble?
Device Manager
What command-line tool can you use to stop a program that is hung?
taskkill
When working with a customer which is the most desirable outcome
Fix the problem and take ownership of the problem
A user complains that they have a system lockup whenever they try to run a virus scan. Where would you look to begain investigating this issue?
Reliability Monitor
A program is not starting due to a corrupted dll. What command would you use to replace it?
Regvr32
Which windows tool can you use to view a history of past problems with application, hardware, and windows
Action center
Most commercial programs rely on a main program file that generally has this file extension.
.exe
Which of the following is NOT a good practice when dealing with an over-confident customer?
assume the customer already checked the obvious things
Which of the following is good practice when dealing with customer complaints?
don’t be defensive; admit your mistakes if necessary
There is a six step strategy to complete customer service. Which of the choices has the highest priority?
Examine the system and make your best guess.
Sometimes the solution to a problem is either outside your scope of authority, or just plain over your head. In such a case you need help. Doing this is best described by which term shown?
None of these choices apply
Corrupt memory is likely to cause this event.
Either choice is correct.
