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Chapter 3 - Reviewing the Basics 1 PC support technician PC...

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Reviewing the Basics: 1. PC support technician, PC service technician, Technical retail associate, Bench technician, Help-desk technician. 2. Bench technician 3. A positive and helpful attitude, respect, good communication, ownership of their problem and dependability. 4. Ask questions to identify the problem and ask the caller to check and try some simple things while on the phone with you 5. Call, apologize, let the customer know what happened and reschedule your appointment 6. 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 the customer, unless you are certain the customer expects you to use first names. 7. Ask the user’s permission before you make a software or hardware change, even if the use has just given you permission to interact with the PC. 8. Allow the customer enough time to be fully satisfied, have the user verify that data is fully restored, reboot the pc to make sure there are no problems, review the call with the customer and go over a maintenance plan with the customer. 9. Be an active listener, and let the customers know they are not being ignored. Give the customer a little time to vent, and apologize when you can. Don’t be defensive. Know how your employer wants you to handle a situation where you are verbally abused. If the
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