Chapter 2 Review: Operational Procedures Flashcards
Hearing noise from speakers even if there is no sound coming from the PC can be due to what?
RFI (Radio frequency interference)
What should you do if a user is away from the computer, but you need their password to continue working?
Ask them to create a temporary password, and have them change it back when your work is completed
Treating others the way you want to be treated is an example of the:
Ethic of reciprocity
A user calls about a dead PC. What’s a good way to inquire for more information?
Ask: “When you say ‘dead’, what do you mean? What happens when you press the power button?”
A tech toolkit should contain what?
- Screwdrivers
- IC extractor
- Wrist strap
- Torx wrench
The flow of static from a person to PC is called:
ESD
This is the process of asking a customer follow up questions after allowing them to explain the problem:
Eliciting answers
What is a tactful way to address a user who keeps spilling coffee on their keyboard?
“I can’t guarantee the new keyboard will work if it gets dirty”
PC parts can be placed in this to protect against ESD
Anti-static bag
What should you do if your boss calls you while working on a user’s PC?
Allow the user to finish talking, run through simple fixes, and explain that you need to call your boss back
If a customer calls and lists a number of problems they are having, what is a good way to respond?
“Let’s take this one step at a time. You seem to be having multiple issues, is this correct?”
A _____ stops or resists the flow of electricity
Resistor
A ____________ is your best guess at what is wrong with the machine
Theory of probable cause
Using _________ means clearly stating a problem without accusing the user
Assertive communication
At what point should you escalate a problem?
When you have tried all your theories and can’t resolve the problem
