O clearly explain the problem and any repair options

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o Clearly explain the problem and any repair options. Be sure to explain the advantages, disadvantages, and cost of a repair. o Set realistic expectations for finishing work—when in doubt, overestimate. Show respect. This includes showing respect not only to your clients, but also their workspaces and computers. o Never argue with a client or become defensive. o Avoid accusing the client. Even if the client caused the problem, do not point fingers. o Ask before moving items on desks or making changes to computer systems. o Stay calm and avoid being judgmental or insulting. o Avoid distractions or interruptions. Don't take personal phone calls and ask permission before taking work-related calls. o Do not browse files on computers that are not necessary or related to the repair. o Never complain about clients on social media platforms. Being professional extends to identifying the problem and implementing solutions. During this process, keep in mind the following: Get authorization to proceed before making any unexpected repairs or fixing items that were not part of the original problem, especially if the extra repairs result in an additional charge. After you have fixed the problem, try it out (or let the client try it out) to make sure that other problems don't exist. After the repairs are finished, provide the client with a detailed invoice of the work performed. Also include any manuals or documentation related to new hardware. Ask the client if they would like to keep the failed components. If necessary, take the time to briefly explain any new software or hardware that was installed. If applicable, offer additional services or training that might be beneficial to the client. If the problem is related to user error or is caused by actions taken by the client, tactfully explain the problem without accusing or judging the client. Before leaving, make sure the client is satisfied that the problem has been resolved. For best client service and based on your company policy, follow up with the client at a later time to verify that the problem remains fixed. If a request is outside of your ability or responsibility, help the client get in contact with the appropriate resources, such as another technician or an authorized manager. PC Toolkit 0:00-0:12 In this lesson, I'm going to introduce you to some of the tools you'll need in order to do your job as an IT technician. Here's an example of a starter tool kit. ESD Wrist Strap 0:13-0:51 The first tool you'll use out of your tool kit is the ESD wrist strap. An ESD wrist strap is a safety deviceused to prevent electrostatic discharge, or ESD, by safely grounding the person working with electronic equipment. ESD damage occurs when stored static electricity is released and travels from a person's body into a conductor, such as the computer being repaired. The ESD wrist strap safely channels the static electricity to a proper ground, usually the computer's case.
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  • Spring '14
  • Electrostatics, power supply, static electricity, Electrostatic discharge

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