working with people in a technical world

A+ Guide to Managing and Maintaining Your PC, 7eChapter 3Working with People in a Technical World

A+ Guide to Managing and Maintaining Your PC, 7e*ObjectivesLearn about some job roles and responsibilities of those who sell, fix, or support personal computersLearn what customers want and expect beyond your technical abilities Learn how to interact with customers when selling, servicing, and supporting personal computers

A+ Guide to Managing and Maintaining Your PC, 7e

A+ Guide to Managing and Maintaining Your PC, 7e*Job Roles and ResponsibilitiesPC support technicianWorks on-site and closely interacts with usersResponsible for ongoing PC maintenancePC service technicianPays service calls to customers Technical retail associateResponsible for selling computers


A+ Guide to Managing and Maintaining Your PC, 7e*Job Roles and Responsibilities (contd.)Bench technicianWorks in a lab environmentHelp-desk technicianProvides telephone or online support


A+ Guide to Managing and Maintaining Your PC, 7e*Certifications and Professional OrganizationsBenefits of certification and advanced degrees Proof of competence and achievementEnhanced job opportunitiesA higher level of customer confidenceQualification for other training or degrees


A+ Guide to Managing and Maintaining Your PC, 7e*Certifications and Professional Organizations (contd.)Computing Technology Industry Association (CompTIA)Most significant certifying organization for PC techniciansSponsors A+ Certification Program and manages examsCompTIA Web site: http://www.comptia.org


A+ Guide to Managing and Maintaining Your PC, 7e*Figure 3-3 CompTIA A+ Certification Web pageCourtesy: Course Technology/Cengage Learning


A+ Guide to Managing and Maintaining Your PC, 7e*Certifications and Professional Organizations (contd.)A+ CertificationPass the A+ 220-701 examCovers hardware, operating systems, security, soft skillsValidates entry-level skillsPass the A+ 220-702 examA+ Certification industry recognitionOther vendor specific certification programsMicrosoft, Novell, Cisco product certificationsOngoing educationRequires staying abreast of new technology


A+ Guide to Managing and Maintaining Your PC, 7e*Record-Keeping and Information ToolsWorking for a service organizationTools for the job providedPrinted forms, online record keeping, procedures, manualsSoftware providedPrograms supporting remote control of customers PCsControl-F1 by Blueloop: http://www.blueloop.net/Windows XP/Vista Remote Assistance


A+ Guide to Managing and Maintaining Your PC, 7e*Record-Keeping and Information Tools (contd.)Other resources, records, information toolsSpecific software or hardware supportedCopy of user documentationMore technical software or hardware documentationOnline help targeted to field/help-desk techniciansExpert systems to analyze and solve problemsCall tracking systems (electronic or paper-based)Ticket entered into the call-tracking systemTicket stays open until issue resolved


A+ Guide to Managing and Maintaining Your PC, 7e*What Customers Want: Beyond Technical Know-HowTwo types of customersInternal: an associate within the companyExternal: an individual outside the companyTraits of an exemplary PC technicianPositive and helpful attitudeListening without interrupting your customerProper and polite languageSensitivity to cultural differencesTaking ownership of the problemDependability


A+ Guide to Managing and Maintaining Your PC, 7e*What Customers Want: Beyond Technical Know-How (contd.)Traits of an exemplary PC technician (contd.)CredibilityIntegrity and honestyKnow the law with respect to your workLooking and behaving professionally


A+ Guide to Managing and Maintaining Your PC, 7e*Planning for Good ServiceCustomers want good serviceServicing customers on the phone, online, on site, or in a shopRequires good plan from beginning to end


A+ Guide to Managing and Maintaining Your PC, 7e*Initial Contact with a CustomerScenariosRetail settingTravel to the customers siteCustomer calls on the phoneCustomer reaches technician via chat or e-mailAlways follow employer specific guidelines


Initial Contact with a Customer (contd.)General guidelines to begin a site visit professionallyBe prepared: know call circumstancesArrive with complete set of appropriate equipmentGreet customer in a friendly mannerUse Mr. or Ms. and last names rather than first names when addressing the customerAt a residence:Never stay at a site when only a minor is presentA+ Guide to Managing and Maintaining Your PC, 7e*


Initial Contact with a Customer (contd.)General guidelines to begin a phone call professionallyIdentify yourself and your organizationAsk for and write down the name and phone number of the callerFollow company policies to obtain other specific informationBe familiar with company customer service policiesOpen up the conversation for the caller to describe the problemA+ Guide to Managing and Maintaining Your PC, 7e*


A+ Guide to Managing and Maintaining Your PC, 7e*Interview the CustomerTroubleshootingBegin by interviewing the userAsk questions, take notes, and keep asking questions until problem thoroughly understoodHave customer reproduce problemCarefully note each step taken and the resultsQuestions to determine problem and its root causeCan you please describe the problem?When did the problem start?What was the situation when the problem occurred?


A+ Guide to Managing and Maintaining Your PC, 7e*Interview the Customer (contd.)Questions to determine problem and its root cause (contd.)What programs or software were you using?Did you move your computer system recently?Recent thunderstorm or electrical problem? Any recent hardware, software, or configuration changes?Has someone else used your computer recently?Is there some valuable data on your system that is not backed up?Can you show me how to reproduce the problem?


A+ Guide to Managing and Maintaining Your PC, 7e*Set and Meet Customer ExpectationsCreates expectation of certainty with customersDo not leave them hangingThey should know what will happen nextSetting expectationsEstablish timeline with your customer for project completionProvide customer opportunity to make decisions


A+ Guide to Managing and Maintaining Your PC, 7e*Working with a Customer on SiteAvoiding distractionsNo personal cell phone callsKeep work calls to a minimumBe unobtrusiveConsider yourself a guestProtect customers confidential materialsFollow general guidelines when working at users deskTechnician may consider themselves a support to the user


A+ Guide to Managing and Maintaining Your PC, 7e*Working with a Customer on the PhonePhone supportRequires more interaction with customers than any other PC support typePhone support skillsVisualize what customer sees at the PCExcellent communication skills, good phone manners, patienceDrawing diagrams, taking notes when speaking with the userPractice good phone manners


Dealing with Difficult CustomersTips for when customer is not knowledgeableBe specific with instructionsDo not ask customer to do something that might destroy settings or files without backupFrequently ask the customer what is displayed Follow along at your own PCA+ Guide to Managing and Maintaining Your PC, 7e*


Dealing with Difficult Customers (contd.)Tips for when customer is not knowledgeable (contd.)Give customer opportunity to ask questionsCompliment customerTo help build customer confidenceIf customer cannot helpTactfully request for user with more experienceA+ Guide to Managing and Maintaining Your PC, 7e*


Dealing with Difficult Customers (contd.)Tips for when customer is overly confidentCompliment the customers knowledge, experience, insight when possibleSlow the conversation downDo not back off from using problem-solving skillsBe careful not to accuse customer of making a mistakeStick to policy of not using jargonUnless certain user understandsA+ Guide to Managing and Maintaining Your PC, 7e*


Dealing with Difficult Customers (contd.)Suggestions for when the customer complainsBe an active listenerLet customers know they are not being ignoredGive customer time to ventApologize when possibleDo not be defensiveKnow how to handle verbal abuseLet customer complain about another companys productA+ Guide to Managing and Maintaining Your PC, 7e*


Dealing with Difficult Customers (contd.)Suggestions for when the customer complains (contd.)If the complaint against you or your productIdentify and report underlying problemSometimes simply making progress, reducing problem to a manageable state reduces anxietyPoint out ways communication could be improvedA+ Guide to Managing and Maintaining Your PC, 7e*


The Customer Decides When the Work Is DoneRemote supportCustomer ends call or chat sessionOn-site workTechnician performs several stepsReboot system if necessaryVerify equipment workingRestore backed up dataReview service call with customerExplain preventive maintenanceA+ Guide to Managing and Maintaining Your PC, 7e*


Sometimes You Must Escalate a ProblemEscalate problem only after all options have been exhaustedGuidelines for escalationInclude use of proper organizational channels

A+ Guide to Managing and Maintaining Your PC, 7e*


The Job Isnt Finished Until the Paperwork Is DoneCustomer expects paper report of work completedUse the electronic tracking system dynamically during support phone callCompile a paper trail if no electronic tracking system A+ Guide to Managing and Maintaining Your PC, 7e*


Working with CoworkersLearn not to be offendedPractice good organizational skillsKnow your limitationsBe willing to admit when you cannot do somethingLearn how to handle conflict at workA+ Guide to Managing and Maintaining Your PC, 7e*


SummaryFive key job roles of a PC support technicianPC support technician, PC service technician, retail sales associate, bench technician, and help-desk technicianCompTIA A+ Certification Most significant and most recognized certification for PC repair techniciansA+ Guide to Managing and Maintaining Your PC, 7e*


Summary (contd.)Staying abreast of new technologyAttend trade shows, read trade magazines, research the Internet, subscribe to email newsletters, attend seminars and workshopsCustomers want more than just technical know-howPositive and helpful attitude, respect, good communication, ownership of their problem, dependability, credibility, and professionalismA+ Guide to Managing and Maintaining Your PC, 7e*


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