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Chapter 4 : IT PROFESSIONALISM AND ETHICS, Technician Resources Personal…

- - - - Communication Skill and Troubleshooting
        
        A knowledgeable technician who uses good communication skill
        
        As technical knowledge increases, so does ability to quickly determine a problem and find a solution
        
        A technician should establish a good rapport with the customer since a relaxed customer is better able to explain the details of the problem
- - - - Talkative Customer
        
        Discusses everything except the problem and uses the call to socialize
      - Rude Customer
        
        Complains during the call, makes negative comments, may be abusive and uncooperative, and may be easily aggravated
      - Angry Customer
        
        Talk loudly, tries to speak when the technician is talking, is usually frustrated and upset that they have to call somebody to fix the problem
      - Knowledgeable Customer
        
        Customer wants to speak with a technician that is equally experienced in computers and usually tries to control the call
      - Inexperienced Customer
        
        Customer has difficulty describing the problem and may not able to follow directions correctly