Operational Procedures

1. Operational Procedures Chapter 2

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

3. Appearance Proper dress Attention to good personal hygiene Figure 1: Casual Ford Figure 2: Professional Ford

4. 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”

5. 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 Figure 3: Don’t do this!

6. 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

7. 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

8. Traits of a Tech (continued) Paperwork Most companies require a signed Work Authorization to perform work. This documents the name, billing information, date, and scope of work. It also protects from worry and litigation.

9. Communication Assertive communication Avoid “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?

10. 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)

11. 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.

12. Communication (continued) Figure 4: Never accuse!

13. Communication (continued) Figure 5: Keeping it friendly

14. 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)

15. Safety and Tools

16. 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

17. 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 the PC Figure 6: Anti-static wrist strap in use Figure 7: Anti-static wrist strap and mat combination

18. 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. Figure 8: Anti-static bag

19. 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?

20. Radio Frequency Interference (RFI) Radio waves interfere with electronics. RFI will not destroy electronics or stored data but it can disrupt communication. Can affect PC speakers and wireless networks, as well as other components. What are some examples of RFI? RFI

21. Physical Safety Handling equipment Use common sense here. Lift with your legs. Place items securely, not teetering on the edge of a desk. Take jewelry off to avoid electric shock. Be careful of loose hair when working on equipment. Spills If it’s no big deal, clean it up. If it looks dangerous, call building services.

22. Physical Safety (continued) Cable Messes Dangerous tripping hazard Heavy items Lift with legs Watch for tripping hazards/obstructions Hot components Usually hazardous if you open up a monitor, printer, or computer Check for hot cooling fins on fans

23. Physical Safety (continued) Figure 9: Mike’s cable kludge

24. Physical Safety (continued) Figure 10: What a strange, bad trip it’s been.

25. Physical Safety (continued) Figure 11: Checking for hot cooling fans

26. 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