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3 Rules at Beginning of Customer Call
KNOW- Call customer by name
RELATE- Use brief communication to create one-to-one connection between you & your customer
UNDERSTAND- Determine customer's level of knowledge about computers to know how to effectively communicate with customer.
Allows customer to tell whole story occasionally inject small words/phrases to let customer know that you are there and listening.
Software program that displays advertising on a computer usually distributed with download software.
Includes an antistatic mat and strip which is used to protect against static electricity.
Wireless industry standard uses an unlicensed radio hard disk frequency for short-range communication enabling portable devices to communicate over short distances.
Air under pressure in a can that blows dust off of a computer components without creating static (canned air).
Disk management software that is used to clear space on a hard drive by searching for files that can be safely deleted, such as temporary internet files.
Recognizes files on a computer hard disk so the operating system runs more effieciently.
System utility used to manage hard drives and partitions, such as initializing disks, creating partitions, & formatting partitions.
(Electrically erasable programmable read-only memory) a special type of PROM that retains its contents without power. Exposing EEPROM to an electrical charge will erase its contents.
(ESD) discharge of static electricity from one conductor to another conductor of a different potential.
(IEEE 1394, i.Link, LHOC) high-speed platform independent communication bus interconnects digital devices such as digital video cameras, printers, scanners, digital cameras, & hard drive.
(Field-Replacable Unit) component that a trained service technician may install a remote location.
Type of spam intended to persuade sender with info. to obtain access to personal info. of recipient.
Regular and systematic inspection, cleaning & replacement of worn parts, materials, and systems.
System wide database used by the windows OS to store info.and settings for hardware, software, users, and preferences on system.
Research Tools for Diagnosing
Personal experience, scripts, websites, search engines, online FAQS, coworkers, support vendors, diagnostic repair tools, email, manufacturer manuals.
Service Level agreement
Contract that defines expectations between oragnization and the service vendor to provide an agreed upon level of support.
able to gain access to equipment or network by tricking people into giving personal info.
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