CompTIA®A+ Core 2 Exam Notes : Demonstrate proper communication techniques and professionalism

5. Operational Procedure

5.2 Demonstrate proper communication techniques and professionalism

  • You have informed a customer that you would attend to his work at 10 AM sharp. However, due to some exigency, you are going to be late by a few hours. In such a case The customer would be expecting you at the specified time. It is appropriate to call the customer over phone, and inform him that you would be late. Sending an email may not be the best option, since the customer may not see his/her email often. Your colleague may not convey the message to your customer appropriately.
  • If the customer complains that scanner is not working , you need to gather information regarding the problem. For example, knowing that the scanner was working previously, would make troubleshooting much easier.
  • While doing any hardware up gradation on a laptop (such as adding more memory, etc), remember to remove the battery in addition to unplugging of AC mains.
  • A junior technician is replacing a memory card on a PC, but does not have his grounding strap. Having an anti-static work station is the most appropriate solution when working with sensitive components. However, under emergencies, it may not always be possible to wear a wrist strap or have an anti static work station.
  • Chain of custody: Chain of custody (CoC) refers to the chronological documentation or paper trail, showing the seizure, custody, control, transfer, analysis, and disposition of physical or electronic evidence. Chain of custody ensures that the evidence is not tampered with when presented in a court.

The following are the best practices that a computer technician should exercise:

a. Maintain a positive attitude
b. Listen and do not interrupt the customer
c. Be culturally sensitive
d. Be on time (if late contact the customer)
e. Avoid distractions like personal calls, taking co-workers, etc.
f. Avoid arguing with customers and/or being defensive
g. Follow-up with the customer about any installation or repair activity
h. Properly document any activity

A user's PC has been confiscated for prohibited use. So before giving the PC to another department technician needs to document change of custody before giving the PC to another department.

When you are attending to the maintenance of a clients computers from time to time. On one occasion, you notice that one of the systems have a lot of inappropriate content. In such case you need to report the matter using proper channel first.

If technician finds a prohibited content in a computer located in a common area that is used by several employees, in such a case any inappropriate material should be reported to the management for necessary action. The reporting structure needs to be maintained in an organization.

A customer calls you, because a solution that was earlier suggested by another technician did not appear to have solved the problem. Ask the customer to explain the problem. It is possible that you would be able to resolve the same without escalation. Decide if you need to escalate the issue after carefully reviewing the problem.

A user calls to report that a notice pops up on their screen whenever they try to download video clips from a website. The notice says the streaming media is limited to 60 minutes per day, please confirm. You have recently implemented a filter to allow only 60 min of streaming media per day per user computer. You need to maintain the professionalism when conversing with a user.

A user reports that he had not heard from a help desk technician for the past two days, after the initial complaint was made. Assure the customer that the problem will be escalated, and would return the call at the earliest.

A user has reported that his PC is very slow. After virus scan, you have determined that the PC is infected with virus, and cured the same. However, the performance has not improved after the virus removal. A PC may have multiple problems. Solving one problem doesn't mean that all the problems (or the main concern) has been solved. One needs to investigate and fix the problems that the user has reported. In the event of any difficulty in solving the problem, escalate the same to higher levels.

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