The IT Professional

Communicating and troubleshooting
1. Customer Support
  1. Etiquette
  2. Actions and advice
    1. Links to Do's and Dont's
Determining the problem
1. List all probable causes.
  1. Establish a theory of probable causes.
2. Ask what's wrong with the customers PC.
The Do's and Don'ts of troubleshooting and customer service
1. Do
  1. Be Polite, Efficient and Professional
    1. CPR
      1. Courtesy
      2. Professionalism
      3. Respect
  2. Allow the customer to speak their point, then give advice to them
    1. Advice can range from:
      1. Simple technical advice
        Restarting a PC
        Replacing a wire
        Re-setting a switch
      2. Extensive troubleshooting process
        Clearing cache
        Installing a firewall
        Updating a program
      3. Having to take the computer back to the manufacturer
        Motherboard short circuits
        Extensive damage to a non-field serviceable part
        Power pack/battery faults
2. Do Not
  1. Interrupt the customer when they're speaking, UNLESS they're the talkative customer type
  2. Transfer calls from your station to another without telling the customer
Types of Customers
1. Knowledgeable customer
  1. Knows more about the problem than the IT Technician
  2. Very annoying to the customer service people
2. Talkative Customer
  1. Usually goes off-topic
  2. Hard to retrieve any relevant information
    1. Can relate to the rude customer if they're not careful about what they say
  3. Usually needs to be told to get back on track, or has to be asked a question multiple times
3. Rude Customer
  1. They're annoyed by the problem
  2. Impatient; expect you to be able to fix it right away
  3. May often insult you and speak without thinking

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The IT Professional

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	Created by Michael Burridge about 10 years ago