Operational Procedures. Chapter 2. Overview. In this chapter, you will learn how to Present yourself with a proper appearance and in a professional manner Talk to customers in a professional, productive manner Work with PCs safely using the proper tools. Appearance. Proper dress
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What’s the difference?
Honesty is telling the truth
Integrity means doing the right thing
Customer vs. in-house user
Different standards apply to each
Customer: “If it isn’t a felony, you didn’t see a thing”
In-house user: Be “by the book”
Avoid prying into users’ personal files
Avoid learning passwords
Or make the user change the password before you leave
Follow the Ethic of Reciprocity
Don’t touch users’ stuff without permission
What’s the difference?
A responsible person is answerable for the acts he or she does
A dependable person can be counted on to perform those acts
Take responsibility for your actions
Make sure there’s a dependable backup of any system before you start to work
User advocate: A tech only fixes the computers; a user advocate supports his or her users
Be technically and situationally adaptable
Be empathetic to your customer’s needs and expectations
Avoid personal calls or other distractions
Be politically correct
Avoid the “you” statements
Repeat the customer’s problem without being accusatory
State what you need to avoid this problem in the future
What are some examples of assertive communication?
The world does not revolve around you!
Always ask for permission to begin work
Listen to the customer’s problem
Allow the customer to talk as long as he or she needs to talk
Don’t be afraid to refocus the customer if he or she strays from the issue
Stay professional; don’t take angry customer statements personally
Avoid outside interruptions on customer time
What are some examples of respectful communication?Communication (continued)
Use non-accusatory communication
Not, “What did you do?”
Instead, “When did it last work?” or “Has it worked in the past?” You're there to help, not accuse
Ask direct questions
Explain what you're doing
Avoid jargon, acronyms, and abbreviations
Use analogies and visual aids when possible
Timeframe: How long is this going to take?
Best estimate, not a guarantee
If the estimate changes, let the customer know ASAP
Always document the time, day, the problem, and the solution
Always offer the customer any replaced parts
Confirm the customer is happy a day or two laterCommunication (continued)
ElectroMagnetic Interference (EMI)
A magnetic field interfering with electronics
Two or more magnetic fields interfering with each other
Unlike ESD, EMI cannot destroy electronics but it will destroy data
What are some examples of EMI?
Radio waves interfering with electronics.
RFI will not destroy electronics or stored data but it can disrupt communication.
What are some examples of RFI?RFI
Use commonsense here
Lift with your legs
Place items securely: not teetering on the edge of a desk
If it’s no big deal, clean it up. If it looks dangerous, call building services