The IT Professional

Descripción

Cisco IT Essentials Mapa Mental sobre The IT Professional, creado por Michael Burridge el 13/02/2014.
Michael Burridge
Mapa Mental por Michael Burridge, actualizado hace más de 1 año
Michael Burridge
Creado por Michael Burridge hace casi 11 años
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Resumen del Recurso

The IT Professional
  1. Communicating and troubleshooting
    1. Customer Support
      1. Etiquette
        1. Actions and advice
          1. Links to Do's and Dont's
      2. Determining the problem
        1. List all probable causes.
          1. Establish a theory of probable causes.
          2. Ask what's wrong with the customers PC.
          3. The Do's and Don'ts of troubleshooting and customer service
            1. Do
              1. Be Polite, Efficient and Professional
                1. CPR
                  1. Courtesy
                    1. Professionalism
                      1. Respect
                    2. Allow the customer to speak their point, then give advice to them
                      1. Advice can range from:
                        1. Simple technical advice
                          1. Restarting a PC
                            1. Replacing a wire
                              1. Re-setting a switch
                              2. Extensive troubleshooting process
                                1. Clearing cache
                                  1. Installing a firewall
                                    1. Updating a program
                                    2. Having to take the computer back to the manufacturer
                                      1. Motherboard short circuits
                                        1. Extensive damage to a non-field serviceable part
                                          1. Power pack/battery faults
                                    3. Do Not
                                      1. Interrupt the customer when they're speaking, UNLESS they're the talkative customer type
                                        1. Transfer calls from your station to another without telling the customer
                                      2. Types of Customers
                                        1. Knowledgeable customer
                                          1. Knows more about the problem than the IT Technician
                                            1. Very annoying to the customer service people
                                            2. Talkative Customer
                                              1. Usually goes off-topic
                                                1. Hard to retrieve any relevant information
                                                  1. Can relate to the rude customer if they're not careful about what they say
                                                  2. Usually needs to be told to get back on track, or has to be asked a question multiple times
                                                  3. Rude Customer
                                                    1. They're annoyed by the problem
                                                      1. Impatient; expect you to be able to fix it right away
                                                        1. May often insult you and speak without thinking
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