Glossary Terms - Provide ICT Advice to Clients

Question 1

Jargon

Answer 1

Words, terms and technical language that may be difficult to understand for someone who isn’t an IT technician or well-versed with IT.

Question 2

Database

Answer 2

Where call logs with clients are stored.

Question 3

Internal Employees

Answer 3

Workers within the same organisation.

Question 4

External Employees

Answer 4

Individuals calling up for support on a purchased product or service.

Question 5

Metadata

Answer 5

Information and data regarding when files were created, who made them, when they were last edited.

This is used to check what version a file may be.

Question 6

Barriers to Communciation

Answer 6

Things such as background noise, distractions and lack of concentration which makes it difficult for the client to communicate properly with the I.T professional.

Question 7

Client Focused Staff

Answer 7

Staff who are:

• Knowledgeable of their company, product/service
• Use specific language for customers
• Presents themselves in a friendly manner
• Uses positive gestures and body language
• Has a solutions-oriented approach
• Ensures prompt response to inquiries

Question 8

Active Listening

Answer 8

A way of interacting with the client which includes relaying back what’s been said to the client and making use of positive gestures to help the client.

Question 9

Proactive

Answer 9

Being mindful of situations that may cause dissatisfaction for a client and thus avoiding more problems.

Question 10

Decommissioning

Answer 10

The act of removing equipment/systems that are no longer being used in an I.T environment and all data and information is also removed in order to or store the device.