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Operational Procedures

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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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Presentation Transcript
slide2
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
Appearance

Proper dress

Use deodorant

traits of a tech
Traits of a Tech

Honesty/Integrity

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”

traits of a tech continued
Traits of a Tech (continued)

Honesty/Integrity

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

traits of a tech continued1
Traits of a Tech (continued)

Dependability/Responsibility

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

traits of a tech continued2
Traits of a Tech (continued)

Adaptability/Versatility

User advocate: A tech only fixes the computers; a user advocate supports his or her users

Be technically and situationally adaptable

Sensitivity

Be empathetic to your customer’s needs and expectations

Avoid personal calls or other distractions

Be politically correct

communication
Communication

Assertive communication

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?

communication continued
Respectful 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)
communication continued1
Communication (continued)

Elicit answers

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

Stay friendly

communication continued2
Expectations and follow-up

Timeframe: How long is this going to take?

Best estimate, not a guarantee

If the estimate changes, let the customer know ASAP

Documentation

Always document the time, day, the problem, and the solution

Always offer the customer any replaced parts

Follow-up

Confirm the customer is happy a day or two later

Communication (continued)
electrostatic discharge
Electrostatic Discharge
  • Electrostatic discharge (ESD) is the passage of a static electrical charge into your PC or a PC component such as a RAM stick
    • Static electricity can destroy sensitive parts of a PC
    • ESD damage is much more prevalent in dry, cool environments
antistatic tools
Antistatic Tools
  • Antistatic wrist strap
    • Keeps you and the PC at the same electrical potential to prevent ESD
  • Antistatic mats
    • Used temporarily to place parts taken out of your PC
antistatic bags
Antistatic Bags
  • Antistatic bags
    • Used to store electrical components from your PC
    • Store components inside antistatic bags
  • Always unplug a PC when you work on it. Don’t just turn it off
slide16
EMI

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?

slide17
Radio Frequency Interference (RFI)

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
physical safety
Physical Safety

Handling equipment

Use commonsense here

Lift with your legs

Place items securely: not teetering on the edge of a desk

Spills

If it’s no big deal, clean it up. If it looks dangerous, call building services

pc toolkit
PC Toolkit
  • The basic tech toolkit: a Phillips-head screwdriver
    • Most toolkits contain a few other items
  • It’s a good idea to include
    • Magnifying glass
    • Small flashlight
    • Plastic tweezers
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