Chapter Chapter 2222--The Professional PC TechnicianThe Professional PC Technician

pg.1137pg.1137

Processors and ChipsetsProcessors and ChipsetsIn this chapter you will learn:In this chapter you will learn:• About some job roles and About some job roles and

responsibilities of those who sell, fixresponsibilities of those who sell, fix or support personal computersor support personal computers

• How to interact with customers when How to interact with customers when servicing and supporting personal servicing and supporting personal computerscomputers

• About software copyrights and your About software copyrights and your responsibilities under the lawresponsibilities under the law

Job Roles and Job Roles and ResponsibilitiesResponsibilities• PC Support TechnicPC Support Technicianian• PC Service TechnicianPC Service Technician• Bench TechnicianBench Technician• Help-desk TechnicianHelp-desk Technician

CertifCertifications and Professional ications and Professional OrganizationsOrganizations

• CompTIA – CompuCompTIA – Computingting Technology Technology Industry AssociationIndustry Association

• www.comptia.org/awww.comptia.org/a• A+ Certification has industry A+ Certification has industry

recognitionrecognition• First step in becoming a PC First step in becoming a PC

TechnicianTechnician

Record Keeping and Record Keeping and InfInformation Toolsormation Tools

• Specific Software to Test and Use Specific Software to Test and Use – – Virtual BoxVirtual Box

• Hardware and Software Hardware and Software Documentation Data BaseDocumentation Data Base

• Expert Systems for TroubleshootingExpert Systems for Troubleshooting• Call TrackingCall Tracking• Help Desk System - Help Desk System -

What CustomerWhat Customers Want: Beyond s Want: Beyond Technical KnowhowTechnical Knowhow

• Positive and HelpPositive and Helpful Attitudeful Attitude• Own the ProblemOwn the Problem• Be DependableBe Dependable• Be Customer-FocusedBe Customer-Focused• Be CredibleBe Credible

What CustomerWhat Customers Want: Beyond s Want: Beyond Technical KnowhowTechnical Knowhow

• Maintain Integrity and HonestyMaintain Integrity and Honesty• Know the Law with respect to your Know the Law with respect to your

workwork• Act ProfessionallyAct Professionally• Perform Your Work in a Professional Perform Your Work in a Professional

MannerManner

SuppSupport Calls: Providing Good ort Calls: Providing Good ServiceService

• Respond and CompleRespond and Complete Work in te Work in Reasonable TimeReasonable Time

• Be Prepared for the Service CallBe Prepared for the Service Call• The Work is Done Right the First TimeThe Work is Done Right the First Time• Reasonable and Competitive Price for the Reasonable and Competitive Price for the

Work DoneWork Done• Good Interpersonal SkillsGood Interpersonal Skills• Keep Customers Informed of the Progress Keep Customers Informed of the Progress

of Workof Work

Planning for Good ServicePlanning for Good Service• Follow Company Policies When Taking Follow Company Policies When Taking

a Calla Call• Identify the Problem Before Making Identify the Problem Before Making

an On-Site Visitan On-Site Visit• Be Familiar with Company PoliciesBe Familiar with Company Policies• Take NotesTake Notes• Search for AnswersSearch for Answers

Planning for Good ServicePlanning for Good Service• Use Your Troubleshooting SkillsUse Your Troubleshooting Skills• Ask For HelpAsk For Help• Allow the Customer to Decide When Allow the Customer to Decide When

Service is FinishedService is Finished• Create a Record of the Call and the Create a Record of the Call and the

Problem SolvedProblem Solved

Making an On-Site Service Making an On-Site Service CallCallOnly one rule:Only one rule:• BE PREPAREDBE PREPARED

Interacting with the Interacting with the CustomerCustomer

• Don’t take over their computer without Don’t take over their computer without permissionpermission

• Ask permission to use any other Ask permission to use any other equipmentequipment

• Don’t use the phone without permissionDon’t use the phone without permission• Don’t pile your belongings and tools Don’t pile your belongings and tools

ontop of theirsontop of theirs• Place their comfort before yoursPlace their comfort before yours

Interacting with the Interacting with the CustomerCustomer

• Be a good listener, do not interruptBe a good listener, do not interrupt• Be clear, concise and directBe clear, concise and direct• Do not talk down or patronizeDo not talk down or patronize• All problems are important, big or smallAll problems are important, big or small• Don’t use techie languageDon’t use techie language• Don’t take drastic actions such as Don’t take drastic actions such as

formattingformatting

Interacting with the Interacting with the CustomerCustomer

• Provide AlternativesProvide Alternatives• Protect the Confidentiality of DataProtect the Confidentiality of Data• Don’t Judge the Users Hardware of Don’t Judge the Users Hardware of

SoftwareSoftware• Don’t Answer Your Cell Phone; its RudeDon’t Answer Your Cell Phone; its Rude• If You Make a Mistake; Be Honest About If You Make a Mistake; Be Honest About

ItIt

After the Problem Is FixedAfter the Problem Is Fixed• Have the Customer Double Check Your Have the Customer Double Check Your

FixFix• Restore any Backed Up Data and VerifyRestore any Backed Up Data and Verify• Reboot the Machine to Make Sure it Will Reboot the Machine to Make Sure it Will

Boot AgainBoot Again• Summarize Your Work and Fill Out Summarize Your Work and Fill Out

PaperworkPaperwork• Explain Preventive MaintenanceExplain Preventive Maintenance

Phone SupportPhone Support• Identify YourselfIdentify Yourself• Ask for and Write Down the Name Ask for and Write Down the Name

and Phone Number of the Callerand Phone Number of the Caller• Double Check the SpellingDouble Check the Spelling• Get a Description of the ProblemGet a Description of the Problem

When the Customer is Not When the Customer is Not KnowledgableKnowledgable

• Don’t use Techie TalkDon’t use Techie Talk• Don’t Over Task the CustomerDon’t Over Task the Customer• Frequently Ask For UpdatesFrequently Ask For Updates• Follow Along on Your PCFollow Along on Your PC• Give Opportunity to Ask QuestionsGive Opportunity to Ask Questions• Compliment the CustomerCompliment the Customer

When the Customer is Overly When the Customer is Overly ConfidentConfident

• Compliment the Customers Knowledge, Compliment the Customers Knowledge, Experience or InsightExperience or Insight

• Show Respect for the Customers KnowledgeShow Respect for the Customers Knowledge• Slow the Conversation DownSlow the Conversation Down• Use YOUR Problem Solving SkillsUse YOUR Problem Solving Skills• Don’t Accuse the Customer of Making a Don’t Accuse the Customer of Making a

MistakeMistake• Use Technical Language that the Customer Use Technical Language that the Customer

UnderstandsUnderstands

When the Customer When the Customer ComplainsComplains

• Be an active listenerBe an active listener• Give the Customer Time to VentGive the Customer Time to Vent• Don’t Be DefensiveDon’t Be Defensive• Know How to Handle Verbal AbuseKnow How to Handle Verbal Abuse

When You Cant Solve the When You Cant Solve the ProblemProblem

• Ask a co-worker for suggestionsAsk a co-worker for suggestions• Know the Policy for EscalationKnow the Policy for Escalation• Document the escalationDocument the escalation• Tell the customer you are escalating Tell the customer you are escalating

the problemthe problem• Pass the problem to the right persinPass the problem to the right persin

Protecting Software Protecting Software CopyrightsCopyrights

• License: is the right to use a piece of License: is the right to use a piece of software, does not mean you own it.software, does not mean you own it.

• Copyright: is the right to copy work, Copyright: is the right to copy work, it belongs to the creatorit belongs to the creator

Federal Copyright Act of Federal Copyright Act of 19761976

• Allows for only one copy of software Allows for only one copy of software to be madeto be made

• Employers or Supervisors can be Employers or Supervisors can be held liableheld liable

• Site License: gives a company the Site License: gives a company the right to use multiple copies of right to use multiple copies of softwaresoftware

Industry AssociationsIndustry Associations• Software Information Industry Software Information Industry

Association – Association – www.siia.netwww.siia.net• Business Software Alliance – Business Software Alliance –

www.bsa.orgwww.bsa.org

Hard-disk Loading:Hard-disk Loading:• Installing unauthorized software on Installing unauthorized software on

computer for salecomputer for sale

Warning Sings:Warning Sings:• No end-user license is includedNo end-user license is included• There is no mail-in product There is no mail-in product

registration cardregistration card• Software is installed on a new PC, but Software is installed on a new PC, but

documentation and original disks are documentation and original disks are not included in the packagenot included in the package

• Documentation is photocopied or Documentation is photocopied or disks have handwritten labelsdisks have handwritten labels

Your Responsibilities Under the Your Responsibilities Under the LawLaw

• You are allowed ONE back up copyYou are allowed ONE back up copyPenalties:Penalties:• Up to 5 years imprisonment and or Up to 5 years imprisonment and or

fines of up to $250,000fines of up to $250,000