Transcript continued
Troubleshooting methodology Unit objectives Describe the CompTIA A+ troubleshooting model Interact professionally with users and achieve customer satisfaction Topic A Topic A: Troubleshooting stages Topic B: Professionalism CompTIA’s A+ model 1. 2. 3. 4. Identify the problem Establish a theory of probable cause Test the theory to determine actual cause Establish a plan of action to resolve the problem and implement the solution 5. Verify full system functionality and if necessary, implement preventative measures 6. Document findings, actions, and outcomes Activity A-1 Discussing the CompTIA A+ troubleshooting model Information resources Documentation – Provided by others: Product manuals Manufacturer Web sites Technology-related knowledge bases – Your own creation Notes for customer’s specific environments Paper or software Organization scheme Level of detail continued Information resources, continued Forums – Online discussion groups – General or specific – Monitored or unmonitored Other sources – – – – – – – Trade magazines Web sites Fellow employees Newsgroups Trade shows Vendor group meetings Independent consultants Microsoft Help and Support Problem and solution references for – Microsoft client operating systems – Microsoft server operating systems – Microsoft applications Download patches and new releases Microsoft Knowledge Base – Search for specific error codes Microsoft KB article Activity A-2 Identifying documentation and information resources Topic B Topic A: Troubleshooting stages Topic B: Professionalism Professional service Characteristics of a professional communicator: – Consider the total message you’re sending – Stay focused – Consider the customer’s competence – Speak professionally – Respect the customer – Be culturally sensitive – Match the delivery channel to the customer Professional communication guidelines Speak clearly Avoid jargon Keep messages concise Be specific Make sure the message is understood Listen actively Paraphrase messages Pitfalls of communication Jumping to conclusions Becoming distracted Exaggerating Using negative words Sending conflicting messages Activity B-1 Maintaining professionalism Effective communication Involves both verbal and nonverbal techniques Clients use your vocal characteristics to form opinions about: – Your sincerity – Enthusiasm – Your knowledge of the topic being discussed Clients use nonverbal clues to form opinions about: – Your personality – Your character Verbal communication Three vocal characteristics you can control to become a more effective speaker: – Volume – Rate – Pitch Rate and volume also affect your pitch Verbal guidelines Use positive language Use non-inflammatory language Use powerful language Remember names Activity B-2 Using effective verbal communication Nonverbal communication Six types with the most impact: – – – – – – Handshakes Expression and eye contact Proximity Touch Gestures and posture Physical appearance Activity B-3 Using nonverbal communication effectively Customer satisfaction Problem isn’t resolved until both the technician and the user agree Keep customer satisfied during long troubleshooting process People skills are important Service-level agreement Should contain: – How to contact tech support – How soon the user can expect a response – How soon the user can expect a tech to try to fix the problem – What happens if the tech can’t fix the problem – Escalation of the problem Activity B-4 Ensuring customer satisfaction Unit summary Described the CompTIA A+ troubleshooting model Interacted professionally with users and achieve customer satisfaction