A+
876 Computer Service and Repair
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 fix that.
b. Yes, we fix that type of problem all the time.
c. I’ve never fixed that type of problem before.
d. I don’t know if I can fix it, but I’ll try.
9. You need to explain the cause of a boot failure to a customer. Which of the
following explanations would build the customer’s confidence 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 first thing you should do?
a. Write the receipt for the amount he specifies.
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 instructor’s 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.
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