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Chapter 12-Supporting Customers and Troubleshooting Windows

  1. Assume that you are a customer who wants to have a computer repaired. List five main characteristics that you would want to see in your computer repair person?
    • Be dependable and reliable
    • Keep a positive and helpful attitude
    • Listening without interrupting your customer
    • Proper and Polite language
    • Show sensitivity to cultural differences
  2. What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment?
    • Identify yourself and your organization
    • Ask for and write down name and number of caller
    • Follow company policies to obtain further information
    • Be familiar with your company`s service policies
    • Open up the conversation for the caller to describe the problem
  3. You make an appointment to do an on-site repair,but you are detained and find out that you will be late. What is the best thing to do?
    Let them know. Apologize and arrange new date and time.
  4. When making an on-site service service call, what should you do before making any changes to software or before taking the case of a computer?
    make sure that the user is present before making any software or hardware changes
  5. What should you do after finishing your computer repair?
    Put everything back together the way it was and clean your mess. Then explain to the customer what you just did and what was malfunctioning. Verify that everything is working.
  6. What is a good strategy to follow if a conflict arises between you and the customer?
    Give the customer time to vent and apologize when you can. Then start the conversation from the beginning, asking questions and taking notes, and solving problems. The customer is only upset because their computer is not functioning properly. Remember the reason you are there is to help and fix the problem.
  7. You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do?
    Go back over the the basic questions and re-ask the customer "so you can fix the problem. Ask the co-workers"
  8. If you need to make a phone call while on a customer`s site and your cellphone is not working, what do you do?
    Ask polity if you can use the phone.
  9. What is one thing you can do to help a caller who needs phone support and is not a competent computer user?
    you can over the phone support slowly and in a way that the computer user will understand what you are taking about.
  10. Describe what you should do when a customer complains to you about a product or service that your company provides?
    Don`t argue with them but find something that you both can agree on to ease and comfort the customer.
  11. What are the six steps that you can use to solve any computer problem?
    • 1. interview the user and backup the data
    • 2. Examine the system and make  your best guess
    • 3. Test your theory
    • 4. Plan your solution and then fix the problem
    • 5. Verify the fix and take preventive action 
    • 6. Document what happened
  12. How any bits does an x86-based operating system process at one time?
    32-bits
  13. What is the command to use the Memory Diagnostic tool?
    mdsched.exe
  14. What is the command to use the System File Checker to immediately verify system files
    sfc/scannow. To verify system files on the next restart check the box dialog "on the next restart"
  15. What GUI tool can you use to stop a program that is hung?
    Task Manager
  16. What command-line tool can you use to stop a program that is hung?
    Tasklist or Taskkill
  17. How can you eliminate the possibility that an application error is caused by another application or service running in the background?
    Boot in safe mode with networking
  18. How does Windows know which application to use to open a file when you double-click the file in File explorer or Windows Explorer?
    The file association between an application is determined by the file extension. A program associated with a file extension is called default program.
  19. Which two tools might be a software developer or system administrator use to register a component of an application in the Windows registry?
    Component Services (also called COM+) and Regsvr32
  20. If an application works when the system is loaded in Safe mode, but does not work when Windows is loaded normally, what can you assume?
    If the application works in Safe mode, then can assume the problem is not with the application but with the operating system, device driver or other applications that load at startup which are conflicting with the application.
Author
ashley_kramer
ID
324385
Card Set
Chapter 12-Supporting Customers and Troubleshooting Windows
Description
Chapter 12-Supporting Customers and Troubleshooting Windows
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