This sample chapter is for review purposes only. Copyright The Goodheart-Willcox Co., Inc. All rights reserved.

854

Customer Support,
Communication,
and Professionalism

Computer Service and Repair

20

In this chapter, you will be introduced to specic customer- and clientsupport scenarios. You will learn about the forms of conduct that have been
accepted as an industry standard. You may be the most skilled technician in
the company, but if you do not deal with people in a professional and courteous
manner, you will most likely lose your job or be banned from dealing with
customers and clients. You will also never be raised to a position of leadership or
management, and all other career options may become limited. The importance
of learning the skills in this chapter cannot be emphasized enough. Reading,
understanding, and being able to put into practice the skills covered in this
chapter may determine your future in a computer-related career.

After studying this chapter, you will be able to:

Explain the difference between a help desk and a call center.

Describe the three levels of technical support.
Identify desirable communications skills.
Explain how body language inuences customer and client perceptions.
Identify the traits that exhibit a professional image.
Identify strategies for dealing with difcult customers and clients.
Explain the importance of performing a follow-up in customer relations.

A+ ExamKey Points
The Communication and Professionalism domain is new and is part of the
CompTIA A+ 2006 exams: Essential, 220-602 (IT Tech) and 220-603 (Remote
Tech). In these exams, you will most likely encounter questions related
to customer relations, such as communicating clearly with the customer,
listening to the customer, and conveying to the customer a positive attitude.

Customer Support
customer support
the delivery of
customer assistance,
customer training,
and customer
services.

Customer Support Organization Models

A+

There are several customer support organization models that are recognized
as standard. Some of these models are help desk, call center, small business,
service counter, depot technician, and corporate enterprise support. The exact
model of your company and how you t within that model depends on three
main factors:
The number of people requiring support.
The product being supported.
The customer location (local or global).
Some organizations are a combination of several models working together as
a team. For example, a help desk service may be outsourced to a foreign country
such as India. This help desk may work closely with an organization in the USA
that performs the actual physical work. In the following sections, several of the
most common support organization models are presented.

Key Words and Terms

The following words and terms will become important pieces of your
computer vocabulary. Be sure you can dene them.
call center
customer support
depot technician
emoticons

help desk
live support
professionalism
teamwork

Help desk
help desk
a central point of
contact that provides
technical support to
clients. The clients
may be company
employees or
customers.

This chapter covers the basic skills necessary to function in a customeror client-related environment. Not all computer jobs require you to meet and
work with customers and clients. However, most jobs do require working with
customers and clients on a regular basis. You probably assume you already
know how to deal with people. There are some specic skills required to keep
customers and clients happy that you may not be aware of.

Ch20.indd 853

Simply put, customer support is the delivery of customer assistance,

customer training, and customer services. This section provides an overview of
customer support. In it, you are given the big picture of how the organization
models work together to resolve customer and client computer problems. You
will learn how different levels of support can be distributed across these models
and will be made aware of the level of customer interaction typical of each model.

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A help desk is a central point of contact that provides technical support to

clients. The clients may be company employees or customers. The usual method
of contact is by telephone or e-mail. Examples of organizations that typically
provide help desk support are Internet Service Providers (ISPs), hardware and
software manufacturers, corporate businesses, and educational and government
institutions.
The help desk is the rst level of support used to resolve common computer
hardware and software problems. In most instances, a service request and repair
ticket is generated from the rst moment of contact with a client.
The help desk can be a dedicated, single location or part of a larger
organization, such as a call center, Figure 20-1. For example, a large enterprise,
such as Dell, could outsource their rst level of support to a call center. If the call

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Call
center

Help
desk

Business 1
Help Desk Model
A

Business 2

855

Figure 20-1.
Help desk model and
call center model.
AIn the help desk
model, the help
desk is part of the
company. BIn the
call center model, the
help desk is a part
of a call center. The
call center provides
support to many
different businesses.

856

person, by telephone, or through e-mail. They may be dispatched to a customer

location to install or troubleshoot computer equipment or provide training.

Depot technician
depot technician
a technician that
performs repair
work, usually
covered by warranty,
and has very limited
customer contact or
no customer contact
at all.

Business 3

Call Center Model

B

center cannot immediately resolve the problem, the support request is forwarded
to the next level of support, which may be a technician located at Dell. The
technician is trained to handle more difcult problems that require intervention
by a person with much more expertise.

Corporate enterprise support

In the large corporate environment, technical support services can be
composed of many people working as a team. Typically, an employee contacts a
help desk. The help desk technician generates a repair or incident ticket, Figure 20-2.
If the help desk technician fails to assist the fellow employee to make the
necessary adjustments to the item, the ticket is then assigned to a technician who
will report to the employees location.
At the location, the technician will either repair or replace the piece of
equipment in question. This organizational model is found where there are
sufcient numbers of computers and related equipment to justify the cost of a
full-time staff dedicated to this function.

There are many different software packages designed to keep track of service
requests and the nal results. This is typically how service is organized and
tracked. For example, when a customer or client rst contacts the help desk with
a service request, the call is logged, Figure 20-3. This includes adding the date
and time and a description of the problem. The software will typically generate a
repair ticket.
The help desk technician may resolve the problem immediately or may
dispatch a technician to the clients location. The copy of the repair ticket is
distributed to the technician who will report to the physical location of the
problem.
On resolving the problem, the technician completes the ticket by adding the
procedure used to resolve the problem. Any hardware or software that needs to
be provided or has been provided to remedy the problem is also listed. A followup of the incident can be reviewed at the end of the day to ensure all problems
have been resolved and that no incident has been left unresolved.

call center
a large collection
of support people
located in a common
facility equipped
with telephones and
computer network
support. A call center
can provide support
for more than one
company or product.

Small business service counter

Small businesses are the backbone of the American economy. Over half of
all American employment opportunities are in small businesses. You will very
likely start your career in a small business environment. You may even start your
own small business. In the small business environment, you will meet face to face
with customers on a regular basis. Good customer relation skills are a key factor
to your success.
The customer may be at the counter to make a purchase, request assistance
in a purchase, or solicit technical support for an item purchased at the vendor
location. In the small business environment, a service technician will most
likely fulll multiple roles for their employer. They may be responsible for
selling computer hardware and software and related materials. They may also
be responsible for technical support and for answering customer questions in

Ch20.indd 855

The main job of a depot technician is to perform repair work usually covered
by warranty. The depot technician receives the hardware item after the client has
contacted customer support through a call center or help desk or if the problem is
not immediately resolved by the rst contact. Once the equipment arrives at the
depot, it is assigned to a technician for inspection and for repair or replacement. A
depot technician has very limited customer contact or no customer contact at all.

Support Software

Call center
A call center is typically a large collection of support people located in a
common facility equipped with telephones and computer network support. Many
call centers provide support for more than one company or product. The center
may be located anywhere in the world.
Call center employees do not necessarily have technical skills required
for repairing computer-related problems. They are more likely trained to read
prepared scripts correlated to the most common general problems. If they cannot
adequately x the problem, the support request is forwarded to the next level of
repair technician. This repair technician is usually located at the company who
manufactures the equipment or writes the software.

Computer Service and Repair

Levels of Support
There are typically three levels of support within an organization, Figure 20-4.
Level-one support is the initial technical support contact. This is typically made
with technical support from a help desk, Web site, or call center. Most problems
can be corrected at this level.
Level-two support is when the problem is elevated to a person with more
experience or expertise than the rst person contacted. While level-one support
handles most problems, the person at level one typically answers technical
support questions from queue cards or a software program that has answers

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Repair Ticket
Job Request Number:

857

Figure 20-2.
Example of a
repair ticket for
the corporate
environment.

858

Computer Service and Repair

Figure 20-3.
HelpStar service
request. (Help
Desk Technology
International
Corporation)

Contact Information
Initial contact date:

Name:

Phone number:

Department:
Equipment information
Brand:

Model:

SN:

Equipment description (CPU, amount of RAM, etc.):

Operating system (if applicable):
Problem description:

Repair Information
Service date:

Service technician:

Diagnosis:
Figure 20-4.
The levels of support
through which a
problem can ow.

Actions taken:

Date repair completed:

Ch20.indd 857

Date:

Technician signature:

Date:

Description
Help desk, Web site, or call center.

Level two

Supervisor over the level-one response team.

Level three

Supervisor (level two) working with third-party support from

a larger company.

available for the most common customer problems and questions. Level-two
support is provided for problems that are much less commonly encountered or
more unique in nature. For example, a new software application that has just
been released to the public may be conicting with another software application.
The problem is so new that there is no or very limited information. The level-two
support technician works closely with the customer to solve the problem. The
technician may need to recreate the problem before being able to nd a procedure
for correcting the problem.
Level-three support is typically provided outside the immediate technical
support location. For example, a third-party company, such as Microsoft and
IBM, provides level-three support when a problem cannot be solved locally by
level-one or level-two support. This is often a combined effort to solve a customer
problem and is coordinated by the original support team member who is a leveltwo member at the home company. Level-three support may involve software
programmers and engineers. Consumers are generally never involved with levelthree support personnel.

Parts used:

Contact signature:

Support Level
Level one

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Most level-one technical support is free, at least for a limited time. The
highest level of support is typically not free and is set up on a cost per incident
basis or through a service contract. It may also be based on a specic number of
incidents or minutes of live support. Live support is when you actually talk to
support personnel rather than using e-mail as a means of technical support.

Outsourcing
Customer support is often outsourced to a company that specializes in
technical support. The outsource company may reside in the United States or
be located overseas. The main reason for outsourcing is cost of the support
service, of which the major cost is employee wages. It is often less expensive for a
company to use a call center located in a foreign country because the wages may
be far less than if the same service was provided locally.
A software or hardware company may nd it more cost effective to outsource
level-one support and opt to provide level-two support on a local basis. All
common or routine problems encountered by customers or clients can be
answered by the outsource service. Problems requiring a level-two technician
are reserved for the company at the local location or authorized service centers
scattered across the United States and world.
For example, the ABC Laptop manufacturer has all client and customer
support requests directed to a 1-800-number or to e-mail support. The rst level
of support is provided by the outsource company XYZ Corporation located
in Bombay, India but authorized to represent the ABC Laptop manufacturer
company in the United States. The XYZ Corporation handles all routine calls
and provides help to customers. They cover the basic problems that may be
encountered and talk customers through such items as verifying the following:
Power LEDs are lit.
All cables are connected.
Memory has been reset.
They may also talk the customer through the procedures for using the
support CD to reinstall the operating system and through other basic tasks. If
the problem cannot be resolved, the outsource support company forwards the
problem to the ABC Laptop manufacturer. This is when more sophisticated
troubleshooting diagnostics are required or the actual physical replacement of
hardware items. The customer is provided an address to send the laptop to or
a pickup ticket for FedEx, UPS, or similar service. The laptop is then sent to the
ABC Laptop manufacturer for diagnostics and repair.

Ch20.indd 859

859

live support
support in which a
customer or client
talks directly to
support personnel
rather than using
e-mail or FAQs.

860

Computer Service and Repair

Figure 20-5.
Dell provides on
their Web site (www.
dell.com) a FAQ for
customer service
questions, technical
support questions,
and account
questions.

Dell has set up a comprehensive customer support Web page using the most
commonly asked customer support questions, Figure 20-5. The major FAQ topic
areas are customer support questions, technical support questions, and my
account questions. Figure 20-6 shows the Dell Web page for the most frequently
asked topics concerning Internet security. After selecting a topic, such as,How
Do I Clear My Temporary Internet Files, Cookies, and History in Internet
Explorer?, step-by-step instructions appear similar to those in Figure 20-7.
Dell saves thousands of dollars in manpower by posting answers to the
most commonly asked customer questions. They also satisfy customer needs all
around the globe by providing customer support 24/7. It is interesting to note that
Dell provides the very same information that could be found on the Microsoft
Technical Support Web site; however, Dell has personalized the information for
their customers.

Frequently Asked Questions (FAQs)

Communication Skills

Most businesses have a Frequently Asked Questions (FAQs) section posted

on their Web site. The FAQ section is designed as the name implies, to answer the
most commonly asked customer questions and inquiries. This is a very valuable
tool that can help save many hours of customer support. It is especially valuable
if the company or business does not have a technical staff available 24/7. Large
companies typically have a very extensive FAQ section on their Web site. One
such company is Dell.

Communication skills are an area of customer support in which computer

technicians will most likely have the greatest room for improvement.
Communication with a customer is not limited to just the actual conversation.
It includes other aspects, such as body language and attitude. Although both of
these communication skills are unspoken, they present a clear message to the
customer about your level of willingness and concern for xing their problem.
This section discusses various aspects of communicationspecically verbal
communication, body language, attitude, listening skills, telephone skills, writing
skills, and e-mail.

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861

862

Computer Service and Repair

Verbal Communication

Figure 20-6.
This Dell Tech
Support FAQ lists the
top Internet security
topics.

The secret to a successful business is repeat customers. The secret to having

repeat customers is customer satisfaction. Customers are satised when you
are helpful, courteous, and express a genuine sincerity when dealing with their
problems and complaints. This may sound like a simple task, but one slip of your
tongue while you are frustrated could mean the difference between success and
failure in customer relations.
When communicating with customers and clients, always speak clearly and
concisely. Never use computer and network jargon and acronyms if you can avoid
it. You may think that using such language makes you sound smarter or more
knowledgeable. In reality, it makes the customer or client feel less valuable and
stupid. It breaks down their condence even further than it already must be. The
customer or client should feel comfortable while engaged in a conversation with you.
Always begin your conversation with a warm greeting. For example, Good
morning, what can I do to be of service to you? While engaged in conversation
with a customer or client, use positive words to establish a Can do! attitude.
Use reinforcing statements, such as, Dont worry, Ill have this xed in no time,
or This is a very common problem. Lots of people have trouble at rst. Do
whatever you can to build their self-esteem and their condence in you and in
your company. The following are some good and bad examples of statements
used when communicating with a customer or client:

Good examples:
Yes, we can x that.
No problem, we can handle that.
Yes, we x that type of problem all the time.
If you have any more problems, dont hesitate to call.
You are no bother. This is what I am here for.

Figure 20-7.
Dell provides
procedures for How
do I type questions.

Bad examples:
I hope we can help you.
Ive never xed that type of problem before.
I dont know, but Ill try.
Ill be busy later, so lets get this nished now.

Body Language
Body language and mannerisms can say more than the spoken word and
reveal your true feelings. For example, as an employee you may say, How may
I help you? However, if you continue to work on a customers computer and
avoid eye contact with the customer, you are sending the nonverbal message, I
am very busy right now and really do not have time for your problem. If you
greet a person with open arms or hands, you warmly say nonverbally, I am
open to your problem. On the other hand, if you greet the customer with arms
folded across your chest and a scowl on your face, you are sending the nonverbal
message, Keep out. The following are some body language key points to keep
in mind:
Smile.
Maintain eye contact with the customer while listening, Figure 20-8.

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863

864

Computer Service and Repair

Show the customer that their problem is your main concern. You do this by
asking probing questions such as, How long have you had this problem? Never
be judgmental or indicate that the customer caused the problem, even if they did.
You will use training techniques and suggestions to help them avoid the problem
in the future.
Avoid distractions. A customer or fellow worker will feel you are not
interested if you do not give them your full attention. For example, when working
on a project, always stop your work to talk to a customer. This will give the
customer a feeling of importance and show that you care about their problem.
It will also keep you from making an error on your project because you are
distracted. In making a customer feel important, you will gain their condence.

Figure 20-8.
By maintaining
eye contact with
the customer while
listening, you tell
that customer you
are truly interested
in helping him or her
with their problem.

Listening Skills
Listening skills are the most important trait listed by employers in recent
surveys conducted to identify the trait most desired in customer support.
They all agree that employees who work with clients and customers must
have excellent listening skills. It seems like listening is such a simple task. So
why do not all people have good listening skills? Many people, especially the
type of personalities that gravitate toward the computer eld, are often bright
and articulate and may already be thinking ahead of the customer. Avoiding
this habit will keep your customers from feeling small and inadequate. The
following are a list of guidelines to put into practice:
Always maintain eye contact while listening.
Avoid distractions while listening. Do not try to perform other tasks while
the customer or client is talking to you. Focus on the speaker.
Never eat or drink while talking with a customer.
Always allow the customer or client to complete his or her sentence. Never
cut off or interrupt them, anticipating what they are going to say.
Restate the problem to the customer or client. This will ensure that you know
what they are saying or describing to you is the problem.
Check out www.listen.org, a Web site dedicated to listening skills. There you
will nd many interesting facts, such as only 7% of the meaning in a conversation
is transmitted by actual words.

Face the customer squarely.

Never look away from the customer or stare off at a distant point while
conversing.
Do not fold your arms across your chest or take a defensive posture.
Always face people directly and squarely. Do not turn away while addressing
a person or engage in other activities when you should be giving your complete
attention to the customer. If you are alone in a shop and must answer a phone,
always apologize and ask if you can return their call at a better time. All
customers appreciate that they are being given fair attention. If you do ask to
return a call at a better time because you are helping another customer, return
the call.

Telephone Skills
Many of the same skills used in face-to-face communication also apply to
telephone support. Always speak clearly and concisely and avoid trade jargon,
slang, and acronyms.
Never engage in other activities while talking to the customer or client. A
person can always tell when someone is not focused on his or her conversation.
When you are engaged in another activity, like working on a computer while
talking to the customer on the telephone, the customer will be able to tell you are
not fully engaged with their conversation. This will generate a feeling that you
are not truly concerned with their problem or need and will probably irritate the
customer.
Always avoid talking on a speakerphone, as this only conrms that you are
not paying attention to the caller. You are a technician. If you must be hands
free, get a headset. At least this way, the customer will feel that they are the

Attitude
Attitude is easily perceived by a customer but is very hard to dene in
objective terms. Everyone knows a good attitude or a bad attitude when they
experience it. It is critical to your success to always maintain a positive attitude
while working with people. Without it, you may not have a job. It doesnt take
long to earn a reputation for your attitudegood or bad.
For this chapter, the best denition of attitude is a subjective judgment of
character made by the customer based on the perception of how the technician
presents himself or herself and meets the customers needs.

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865

866

focus of your conversation. Unless it is necessary to use the keyboard or remotely

access the customers computer, keep your hands off the keyboard. Customers
can hear that you are using the keyboard and will nearly always conclude that it
does not have to do with their problem.
Smile while on the phone, Figure 20-9. It might sound crazy, but it actually
works. A person on the other end of the telephone conversation can actually
perceive when a person is happy on the telephone. This is interpreted as a feeling
that the support person is pleased to hear from the customer and wants to help
them. A good idea is to hang a mirror near the telephone with a sign that says
Smile!
Again, do not use acronyms, jargon, or sophisticated technical terminology.
Customers are not typically sophisticated computer users and are frequently
intimidated by your conversation. Always use language that anyone can
understand, no matter what his or her technical background. You do not impress
customers with technical terms. If you want to impress a customer, use terms that
express your sincere desire to help them with their problem.

Computer Service and Repair

When creating written communications, always use appropriate grammar

and correct spelling. All word processing packages and software programs that
require written responses have spell checkers and usually grammar checkers.
Use them! Do not disable them or ignore them. When writing, use sentences
limited to 15 to 20 words. Avoid long, run-on sentences.
Always be polite in your correspondence, and never use sarcasm. Sarcasm is
always inappropriate because the customer or client may very well misinterpret
your intent. Sarcasm is based on familiar personalities, and you are not familiar
with all who might read your correspondence.
Many help desk support software packages contain sections to support e-mail
directly from within the software package. You will need to respond to customer
and client e-mails. E-mail correspondence is covered in the next section.
Another function of customer support may involve writing training manuals
or a set of procedures for a company. Often, part of a contract of installing
computer equipment and software involves training the customers on how to
use the equipment. Many times technical support personnel must write training
packages to support the customer. You may very well nd yourself responsible
for part of the written package.

Writing Skills
Writing is a part of all customer support technician duties. As a customer
support person, you will either write by hand on repair tickets or enter into a
computer the specics about a repair. Content typically consists of a description
of the problem and the repair procedure used to x the problem. Often, your
writing and documentation of specic problems and the method used to x the
problem will become valuable company information for problems encountered in
the future.

E-Mail
Customer support may require a great deal of time answering e-mails from
customers and clients. When writing e-mails to customers and clients, avoid
computer jargon, acronyms, and abbreviations, just as you would in spoken
language. Communicating in writing with other technicians is not the same as
communicating in writing with customers and clients. While it might be perfectly
all right to use an acronym or abbreviation on a customer repair ticket, you
should avoid acronyms and abbreviations when communicating with customers.

Figure 20-9.
Smiling while on the
telephone can help
you convey that you
are pleased to hear
from the customer
and want to help
them.

E-mail auto responders

Using an e-mail auto responder can show a customer or client that you care
about them and their problem. E-mail auto responders are e-mail programs
provided by e-mail service providers that create an automatic response to a
received e-mail. The auto responder gives the illusion that someone has just
read the e-mail sent by the customer or client and that they will be answering
the request very soon. The auto responder allows for an instant reply 24 hours a
day, seven days a week. An auto responder can also be used to notify customers
that you are out of the ofce for a brief time. Some mail client software, such as
Microsoft Outlook, will allow you to set up an auto response, Figure 20-10.

E-mail acronyms and emoticons

E-mail acronyms are very popular with all of the electronic communications
devices, but they are never to be used in customer support e-mail. E-mail
acronyms became especially popular when phone text messaging started because
they save a lot of keystrokes. You may receive e-mail acronyms or emoticons from
customers, but you should never respond in these terms. The following are some
e-mail acronyms:
LOL: Laugh out loud.
BTW: By the way.
TIA: Thanks in advance.
IOW: In other words.

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867

Figure 20-10.
Microsoft Outlook
has a tool called
the Out of Ofce
Assistant, which is
used to send an auto
reply to senders.

868

Computer Service and Repair

Professionalism
professionalism
a businesslike
characteristic
reected in a
person and work
environment.

Professionalism is a businesslike characteristic reected in a person and

work environment. In relation to a person, it is identied in a persons attitude
and dress. In the work environment, it is identied in its dcor and general
atmosphere. This section explores various aspects of professionalism in an
employee and work environment.

Professional Image

Emoticons are cartoon face characters made from keyboard symbols to

express emotions in e-mails, letters, and text messaging. The following table lists
some common emoticons.
Emoticon
:)
:o
:(
;)

Emotion
Smile or happy.
Shock.
Frown.
Wink.

emoticons
cartoon face
characters made
from keyboard
symbols to express
emotions in e-mails,
letters, and text
messaging.

If you have trouble communicating with customers using e-mail, practice

regularly in a business format. Try sending a few e-mails every day to friends
and relatives. Writing e-mail messages daily will sharpen your skills. Use the
principles previously mentioned. The following is a list of key points you should
always remember when communicating through e-mail with customers and clients:
Check your e-mail regularly.
Keep the e-mail brief.
Do not use e-mail emoticons.
Limit the size of le attachments. This is especially true if the customer is
using a 56 k telephone modem.
Never use all capital letters in an e-mail to emphasize a word or phrase. If you
must emphasize a word or phrase, use italics or an asterisk, for example, *this
is very important.* Do not use bold or underline. This can be misinterpreted
as a link.
Never ever send sensitive or inappropriate information in e-mail.
Do not send personal greetings, jokes, or other materials that are not suitable
for the work environment.

Ch20.indd 867

Businesses and their employees are often judged by a customers or clients

rst impression of them. For example, if a technician looks professional, the
customer feels condent in them. If the technician looks sloppy, dirty, unkempt,
or bizarre, the customer or client might have a less than condent feeling about
the technician.
Dressing appropriately means dressing professionally. In the work environment,
there are two distinct types of acceptable dress: formal business and business
casual. Formal business typically means a suit coat or sport coat with a collared
shirt and tie (or just a collared shirt and tie) and a pair of dress slacks and leather
shoes, Figure 20-11. Business casual generally means a polo shirt (often with
a company logo) or collared shirt with no tie, dress or casual slacks, leather
shoes, and in rare cases, tennis shoes, Figure 20-12. Some computer technicians
believe that they are entitled to wear torn or tattered blue jeans, T-shirts, tennis
shoes, ip-ops, or sandals. These are never acceptable forms of business attire.
Remember that your casual attire may reect a casual attitude and not one that is
serious about getting the job done. You are a trained professional; dress like one.
Figure 20-11.
This IT person is
wearing formal
attire.

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Many students feel that if they have exceptional technical skills, they will
never be red. Nothing could be further from the truth. More employees have
lost their jobs because of their unprofessional manner than from technical
incompetence. An employer will tolerate an employee with average technical
skills, but will not tolerate an employee who conducts himself or herself in an
unprofessional manner. When employers contact other professionals for hiring
recommendations, they typically request someone who can work well with
people rather than request the smartest or most technically able person. The
most important thing to the employer is an employees image and personality.
Employers rarely, if ever, call a second time if a nonprofessional person comes in
for an interview.

Figure 20-12.
This IT person is
wearing casual
business attire.

Work Environment
The store or work location image is also critical, and is often a direct result of
the employees efforts to maintain a professional image. The work environment
must represent a professional atmosphere. If the work environment is to be
visited by customers and other employees, it should be maintained so as not to
be offensive to others. For example, you may enjoy a particular style of music
while you are working; however, it may not be the choice of many customers. The
customer should not be offended by loud music of any generation. You should
avoid music in the work environment where customers may be present, except for
soft, neutral background music.
Also, be aware that listening to an MP3 player or other device through
earphones is offensive to many people. You should be concentrating on the
customer or client. This also applies to working at a clients workstation and in
the corporate environment as a whole. The following are some tips to help you
maintain a professional environment in your workplace:
Keep your location and workstation clean and well organized.
Never keep food containers, cups, and general trash on counters or work areas.
Do not play music that is not in the mainstream or blast music of any kind.
Do not let friends hang out around the store or workspace. The workplace
is not a social club.
Do not display inappropriate posters, pictures, or signs. You may think they
are fun or entertaining, but not all customers share your view.

Many businesses provide shirts for their support staff. When shirts are
provided, the dress code is clearly stated to the employees. If the dress code is not
clearly stated, then it is assumed. When working in the area of customer support,
a polo shirt is most appropriate, but be aware that some companies require a
dress shirt and tie to be worn when dealing with customers and clients at their
locations.
As a computer technician, you will likely be crawling on the oor or reaching
behind desks. Unisex (the same for both men and women) dress is typically
the best and safest choice. Women should never wear short dresses or revealing
clothing if they have to work in this environment. The following are some wellthought-out tips that should become a part of your own professional image:
Dress professionally. Clean, neat slacks and a shirt with a collar is much more
appropriate than a T-shirt with a slogan. This is especially true if the T-shirt
has a controversial slogan or image printed on it.
Hair should be neat and clean. Hair with spikes or wild colors might be cool
to you, but it is entirely unprofessional in the workplace.
Speak to customers in a professional manner. Never use curse words or
inappropriate language or terms, even as a way to emphasize certain points.
Do not eat, drink, or smoke while dealing with a customer.

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Handling Difcult Situations

When a client is angry and upset, they will vent their emotions toward the
person who represents the company or problem. Dealing with difcult people
requires patience and composure. Do not take complaints personally. Never
react to a difcult customer, but rather listen and respond with empathy. Empathy
means that you show by your words that you understand the other persons
feelings and their situation. There is likely always a situation that would warrant
a statement like, I can understand how this problem is frustrating you.
A coworker or other customer might normally be very pleasant and fun to be
around until a situation causes them to be very angry. While in an angry state,
they say things that they normally would never say to another person. Arguing
back at an upset person will only make things worse.

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Your job is to defuse the situation by letting the client vent. When responding
to the client, use a calm assuring voice. What you want the customer to do is stop
yelling at you and begin to talk with you. At an opportune time, simply say, Lets
see what I can do to resolve this problem. When you start to work on the problem,
or to tell them what you are planning to do, check if it is all right with them.
If the customer continues to vent, nd out what will make them happy. For
example, a customer may have brought their computer to the shop several times
for the same problem. It may or may not be the same problem, but that is their
perception. Find out what will make them happy by asking, What do you think
it will take to make you satised?
They may want their bill adjusted or to not be charged for the present repair.
If you are not authorized to waive the costs, simply say, Ill see what we can do
for you, and then check with your supervisor. If a person is upset, it will only
become worse if they think that they are not being taken seriously.

Keep your promises. If you say you will be there in the morning, be there.
The client may have rearranged their schedule to accommodate you. If you have a
problem, call ahead, and always apologize. How often have you been given a date
and been required to sit home all day to have a service done. Do not allow this
type of behavior to become your business signature.

Contracts
If a company is large, it may be necessary to create a written document or
contract to be sure everyone has the same expectations. The contract should
contain a description of the work to be performed, the estimated or actual cost,
and other terms agreed on. By having a customer signature prior to work, you
always protect yourself against a misinterpretation of expectations. A client or
customer should always receive exactly what they agreed tomaybe more, but
never less.

Is the Customer Always Right?

Teamwork

There is a very old business saying: The customer is always right. Well,
this is true most of the time, but there are times when this motto just doesnt
apply. When the customer or client wishes you to do something unethical or
illegal, they are wrong. For example, a customer may request you write a receipt
for more value than the actual cost of the repair. Or, a customer may ask you to
violate some copyright law. Do not do it.
How about when a customer uses foul language in a loud tone and threatens
you? Can you really make that person happy? You never need to fear for your life
or bodily harm. If the customer threatens you, you should politely ask the person
to leave, and if they will not, call the police or security. What if the customer is
intoxicated and becomes abusive? Again, this customer should be asked to leave,
and if they refuse, call the police. An intoxicated or violent customer is not only
a threat to you and the business, they are also a threat to any other people who
enter or are present at the business.

teamwork
two or more people
working toward a
common goal.

Follow-Up
A follow-up helps to build a good relationship with the customer or client.
Perform a follow-up after you have had a break in contact with the customer or
contact. For example, after a customers problem has been xed, follow up a few
days after completing the repair to see if they are satised and all went well. This
technique improves service and builds a clients trust. Customers and clients
love the fact that someone is checking if their problem was handled in a timely
fashion and that they were dealt with professionally.

Job protection attitude

A common, yet unattractive trait in the business world occurs when a
person will not share their individual knowledge with another team member.
The concept is referred to as job protection. This happens, for example, if one
person is the only person that knows how to perform specic tasks and they are
not willing to share this information or train another person. They feel they are
secure in their position with the company if they are the only person who knows
how to perform that task.
In reality, this type of person is actually jeopardizing their position with
the company. The company management or owner will not like the fact that an
employee is not willing to share their knowledge for the good of the company. If
the person is unwilling to share their knowledge or to help other team members,
they will most likely nd themselves looking for other employment. Remember
that working as a team requires supporting other team members, especially by

Your Word
One of the most important assets you have is your word, and it costs you
nothing. Your word or promise can make or break your client relationship. Be
a person of your word. Your word should be your bond. Suppose you tell a
customer you will contact them with a repair estimate the next day, but you run
into a problem with a vendor. The vendor does not respond to your inquiry, so,
in turn, you do not have the customer estimate ready. If you told the customer
you would call the next morning, do so, even if it is to say you do not have the
estimate yet. It is important that you be a person of your word.

Ch20.indd 871

Teamwork is two or more people working toward a common goal. For

example, the goal of customer support is customer satisfaction. When you work
as part of a team, you place the common goal of the team customer satisfaction
above your own individual goals(s), such as recognition and promotion.
Teamwork is an essential component of a successful business.
As a team member, you must be willing to help other team members and to
share your own expertise and knowledge with others. For example, a customer
calls and asks about the status of their computer. If the person assigned to repair
the computer is out of work that day, you should check the job ticket to review
the status of the repair. It could be ready for pickup or awaiting parts. You should
try to help the customer even if it is not your assigned repair. Make a note of the
customer call and record your actions. For example, you might write a note on the
ticket such as Customer called and asked the status of the repair. I informed him
it was awaiting parts and should be ready in a day or two. Then, sign the note.
When working as a member of a team, you should be willing to share your
knowledge with other team members. Knowledge is not just limited to technical
issues. It also covers company procedures or any other bit of knowledge that
might help another team member perform their duties.

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Review Questions

sharing knowledge and reinforcing good work products. If you are not willing
to function as a team member, then you will most likely not be a member of the
team very long.

Answer the following questions on a separate sheet of paper. Please do not write in this book.
1. What is customer support?
2. Explain the difference between the help desk model and call center model.
3. Which level of support is provided when the problem is elevated to
person with more experience or expertise than the rst person contacted?
4. Is it permissible to use acronyms when communicating with customers?
5. What is attitude?
6. What are the key points of body language you should use?
7. Why is sarcasm inappropriate in communications?
8. What are emoticons?
9. What are the key points in writing an effective e-mail message?
10. What two elements are required to deal with difcult people?
11. Why is it important to perform a follow-up?
12. What is the goal of the customer support team?

Helping team members

You must be willing to do more than just what you have been assigned. For
example, a collection of repair tickets might be divided between team members.
Each member is assigned four tickets each. If you nish your repairs before
anyone else, you should not assume that you are done for that day. You should
see if you could help someone else with his or her assigned work.
Employers do not like to see employees that are doing just enough to get
by or wasting company time. Employers love to see employees going above
and beyond their assigned duties. When you nish your assigned tasks, you
should immediately inform your supervisor and volunteer to help other team
members with their assigned duties. This will impress your employer and also be
appreciated by fellow team members. Remember, the company goal is to repair all
the customers computers, not just the ones assigned to you that particular day.

Summary
A help desk or call center is usually the rst contact point for service.
A help desk can belong to a single company or be part of a call center.
A call center typically provides support for more than one company or
product.
Level-one support is the initial contact with technical support.
Level-two support is support provided by a person with more expertise than
someone in level one.
Level-three support is typically provided by a company outside the level-one
and level-two location.
Avoid using computer jargon or computer acronyms when talking to
customers.
Body language says more to a customer than the actual spoken words.
Smile when dealing with customers, even when on the phone.
Always maintain good eye contact with a customer and avoid distractions.
A customer makes an attitude judgment of your character based on their
perception of how you meet their needs.
Listening is the most important communication skill listed by employers.
Sarcasm is never appropriate when working with customers.
Keep e-mail messages short and to the point.
Never send inappropriate material in e-mail.
Avoid large e-mail attachments.
Keep the work environment professional.
When handling angry customers, allow them to vent.
Respond to angry customers with a calm, reassuring voice.

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A+

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Sample A+ Exam Questions

Answer the following questions on a separate sheet of paper. Please do not write in this book.
1. Which is an example of level-one support?
a. A software engineer at Microsoft.
b. A hardware engineer at Apple.
c. The FAQ section of a customer support Web site.
d. A live conversation with a level-one supervisor.
2. It is 9:00 AM and you are repairing a customers computer that must be
ready by 3:00 PM because it was promised to the customer. The phone
suddenly rings, and you answer to nd that it is a new customer calling
about a problem with their computer. Which is the best way to deal with
customer support on the telephone?
a. Do nothing except focus on the customer and their problem. You
should write down key points during the conversation, starting with
their name.
b. You should continue to work on the computer repair while listening
to the customer. This is the most efcient use of time and your
supervisor will be pleased.
c. Have the customer call back later after another employee comes into
the shop.
d. Tell the customer you are in the middle of an important repair and
that you will return their call later in the day. Take down their name
and telephone number.
3. Which is the most expensive element of customer service?
a. Employee wages.
b. Support software.
c. Support hardware.
d. Technical support articles and Web site access.

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4. The company you work for performs computer system repairs in addition
to selling new computers and hardware. A repair ticket is completed at the
time of repair. The status of the repair is also recorded on the ticket. Some
items that may be recorded on the ticket are when the repair was completed
or when parts were ordered for the repair. Mr. Smith dropped his computer
off at your company computer shop three days ago. The repair was assigned
to Joe and he is not in at the moment. You answer the phone and nd Mr.
Smith is calling to nd out the status of the repair of his computer. What is
the most appropriate response to Mr. Smiths inquiry?
a. Tell Mr. Smith that his computer is being worked on by Joe who is not
in today and that Joe will call him back when he returns.
b. Tell Mr. Smith to hold for a minute while you check the status of the
repair ticket.
c. Tell Mr. Smith that you are not the one that has been assigned to his
repair and to call back later.
d. Tell Mr. Smith to come by the shop and pick up the computer. The
computer is most likely repaired, but if it isnt, you can have it
repaired before he gets there.
5. Match the body language image with the conveyed meaning.
a. Its really good to hear from you!
b. How may I help you?
c. I dont have time for your problem.
d. Im open to your problem.

875

A+

876

A+

8. A customer brings into the shop a computer exhibiting a problem you have never
encountered before. Which of the following responses would be appropriate?
a. Yes, we can x that.
b. Yes, we x that type of problem all the time.
c. Ive never xed that type of problem before.
d. I dont know if I can x it, but Ill try.
9. You need to explain the cause of a boot failure to a customer. Which of the
following explanations would build the customers condence in your company?
a. A virus corrupted the MBR.
b. A virus corrupted the master boot record.
c. A virus corrupted the boot sector, which stores partition information.
d. A virus corrupted an area of the hard drive that is required for startup.
10. A customer uses foul language because you will not write a receipt
for more value than the actual cost of the repair. You can tell that the
customer is intoxicated. What is the rst thing you should do?
a. Write the receipt for the amount he species.
b. Politely ask him to leave.
c. Call the police.
d. Respond with empathy.

Suggested Laboratory Activities

Do not attempt any suggested laboratory activities without your instructors permission.
Certain activities can render the PC operating system inoperable.
1. Check out the FAQ sections of the Dell, IBM, and Sony Web sites.
2. Write a step-by-step procedure for checking the IP address of a Windows 2000,
Windows XP, and Windows Vista computer. This step-by-step procedure
would be used for customer support when, for example, a customer calls an
ISP for a connection problem. Through the procedure, the customer should
be able to check if they have an appropriate IP address assignment, not one
such as 0.0.0.0 or 169.254.12.34. (IP address 0.0.0.0 means that a connection has
not been established. IP address 169.254.xxx.xxx means that the Automatic
Private IP Addressing (APIPA) feature has assigned the IP address, instead of
a DHCP server.) Make the procedure as clear as possible.
3. Write the step-by-step procedure to have a customer ping a server located
at www.helpdesk1.com. Include what to do next if the ping is successful
or unsuccessful.
4. Write a step-by-step procedure for using System Restore on a Windows XP
and Windows Vista computer.

6. When is it proper to use all uppercase letters in an e-mail?

a. When emphasizing an important point.
b. When making a list of steps in sequential order.
c. When listing parts in an e-mail.
d. Uppercase is never appropriate in an e-mail.
7. A customer calls and starts yelling about how she brought her computer
home to nd it has the same problem it had before she brought it in for
repair. What is the rst thing you should do?
a. Smile so that the customer will sense your willingness to help her.
b. Let the customer nish speaking and venting her anger.
c. Interrupt her by asking her what it will take to make her satised.
d. Hang up, and hope she will call back when she is in a better mood.

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Computer Service and Repair

Interesting Web Sites for More Information

http://oneorzero.com
http://technet.microsoft.com/en-us/default.aspx
www.helpstar.com
www.microsoft.com/smallbusiness/resources/management/customer.mspx
www.troubleticketexpress.com/open-source-software.html
www.unbf.ca/its/faculty/help/level1.htm

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