7th ed ppt ch03

A+ Guide to Managing and Maintaining Your PC, 7e Chapter 3 Working with People in a Technical World

Objectives ,[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Job Roles and Responsibilities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Job Roles and Responsibilities (cont’d.) ,[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Certifications and Professional Organizations ,[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Certifications and Professional Organizations (cont’d.) ,[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

A+ Guide to Managing and Maintaining Your PC, 7e Figure 3-3 CompTIA A+ Certification Web page Courtesy: Course Technology/Cengage Learning

Certifications and Professional Organizations (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Record-Keeping and Information Tools ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Record-Keeping and Information Tools (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

What Customers Want: Beyond Technical Know-How ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

What Customers Want: Beyond Technical Know-How (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Planning for Good Service ,[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Initial Contact with a Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Initial Contact with a Customer (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Initial Contact with a Customer (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Interview the Customer ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Interview the Customer (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Set and Meet Customer Expectations ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Working with a Customer on Site ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Working with a Customer on the Phone ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Dealing with Difficult Customers ,[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Dealing with Difficult Customers (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Dealing with Difficult Customers (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Dealing with Difficult Customers (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Dealing with Difficult Customers (cont’d.) ,[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

The Customer Decides When the Work Is Done ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Sometimes You Must Escalate a Problem ,[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

The Job Isn’t Finished Until the Paperwork Is Done ,[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Working with Coworkers ,[object Object],[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Summary ,[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

Summary (cont’d.) ,[object Object],[object Object],[object Object],[object Object],A+ Guide to Managing and Maintaining Your PC, 7e

7th ed ppt ch03

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7th ed ppt ch03