CompTIA A_ Certification All-In-One Exam Guide, Seventh Edition - Michael Meyers [22]
Figure 2-4 Never accuse!
Follow up with fact-seeking questions. “When did it last work?” “Has it ever worked in this way?” “Has any software changed recently?” “Any new hardware?” Ask open-ended questions to narrow the scope (“What applications are running when the computer locks up?”).
By keeping your questions friendly and factual, you show users that you won’t accuse them or judge their actions (Figure 2-5). You also show them that you’re there to help them. After the initial tension drops away, you’ll often get more information: for instance, a recitation of something the user might have tried or changed. These clues can help lead to a quick resolution of the problem.
Remember that you may know all about computer technology, but the user probably does not. This means a user will often use vague and/or incorrect terms to describe a particular computer component or function. That’s just the way it works, so don’t bother to correct them. Wherever possible, avoid using jargon, acronyms, or abbreviations specific to computers. They simply confuse the already upset user and can make you sound like you’re talking down to them. Just ask direct, factual questions in a friendly tone, using simple, non-jargon language to zero in on what the user was trying to accomplish and what happened when things went wrong. Use visual aids when possible. Point at the machine or go to a working PC to have the user show what went wrong or what she did or tried to do.
People do usually want to get a handle on what you are doing—in a simplified way. You don’t want to overwhelm them, but don’t be afraid to use simple analogies or concepts to give them an idea of what is happening. If you have the time (and the skills), use drawings, equipment, and other visual aids to make technical concepts more clear. If a customer is a closet tech and is really digging for answers—to the point that it’s affecting your ability to do your job—compliment her initiative and then direct her to outside training opportunities. Better yet, tell her where she can get a copy of this book!
Figure 2-5 Keeping it friendly
Beyond basic manners, never assume that just because you are comfortable with friendly or casual behavior, the customer will be too. Even an apparently casual user will expect you to behave with professional decorum. On the flip side, don’t allow a user to put you in an awkward or even potentially dangerous or illegal situation. Never do work outside the scope of your assigned duties without the prior approval of your supervisor (when possible in such cases, try to direct users to someone who can help them). You are not a babysitter; never volunteer to “watch the kids” while the customer leaves the job site or tolerate a potentially unsafe situation if a customer isn’t properly supervising a child. Concentrate on doing your job safely and efficiently, and maintain professional integrity.
Expectations and Follow-up
Users are terrified when their PCs and networks go down so hard that they need to call in a professional. Odds are good that they’ve left critical, or at least important, data on the computer. Odds are equally good they need this computer to work to do their job. When they’re ready to lay down money for a professional, they’re expecting you to make their system exactly the way it was before it broke.
Hopefully you can do exactly that for them, but you also must deal with their expectations and let them know what to expect. Equally, you should give your customers some follow-up after the job is finished. We’ve already covered data backups and Authorization of Work forms (and those are very important), but you need to keep the customer’s needs in mind. You also want to keep them thinking about you, should they need more help in the future. Here are a few items you should consider.
Time Frame
If you can give the customer a best guess as to how long the repair