HARDWARE SUPPORT CH 3

1. PC Support Tech – works on site, closely interacting with users, and is responsible for ongoing PC maintenance. 2. PC Service Tech – tech goes to a customer site in response to a service call and, if possible, repairs the PC on site. Usually not responsible for ongoing PC maintenance but usually interacts with users. 3. Technical Retail Associate – Those responsible for selling computers and related equipment are often expected to have tech knowledge about the products they sell. Work in somewhat consulting role and are expected to advise customers about the best technology t meet their needs. 4. Bench Tech – works in a lab environment, might not interact with users of the PCs being repaired, and is not permanently responsible for them. Probably don’t work at the site where the PC is kept. 5. Help-Desk Tech – provides telephone or online support to users.

Tech jobs might never include interacting with the PC’s primary user.

1. Trait 1 – A positive and helpful attitude 2. Trait 2 – Listening without interrupting your customer 3. Trait 3 – Proper and polite language 4. Trait 4 – Sensitivity to cultural differences 5. Trait 5 – Taking ownership of the problem

Prepare for a service call by reviewing information given to you by whoever took the call. Know the problem you are going to address, the urgency of the situation, and what computer, software, and hardware needs servicing.

Never ignore your promise, call, apologize, let the customer know what happened, and reschedule your appointment.

When you arrive at the customer’s site, greet the customer in a friendly manner and shake his or her hand. Use Mr. or Ms. and last names rather than first names when addressing.

Ask permission before you make a software or hardware change, even if the user has just given you permission to interact with the PC.

For on-site work, after you have solved the problem, complete these tasks: 1. If you changed anything on the PC after you booted it, reboot one more time to make sure you have not caused a problem with the boot 2. Allow the customer enough time to be fully satisfied that all is working. 3. If you backed up data before working on the problem and then restored the data from backups, ask the user to verify that the data is fully restored. 4. Review the service call with the customer. Summarize the instructions and explanations you have given during the call. Ask if customer as any questions. 5. Explain preventative maintenance to the customer (such as deleting temporary files from the hard drive or cleaning the mouse)

1. Be an active listener 2. Give the customer a little time to vent 3. Don’t be defensive 4. Know how your employer wants you to handle a situation where you are verbally abused

Not. Looking and behaving professionally is one of the many traits customers want. Your appearance matters. It shows you are prepared and ready to work. You are presenting your organization and they may have certain dress code company policies.

When you escalate, let the customer know. Tell the customer you are passing the problem on to someone who is more experienced or has access to more extensive resources. Know your company’s policy for escalation … documents, who gets them, how to pass the problem on, follow up procedures

Don’t use the phone without permission. On site, if you absolutely must excuse yourself from the service call for personal reason, explain to the customer the situation and return as soon as possible.

Identify yourself and your organization. Follow the guidelines of your employer on what to say.

Caller Name and phone number – if caller represents a business get business

Be specific with your instructions.