Customer Service Commitment to Excellence
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Questions and Answers

What is the purpose of documenting everything related to changes in change management?

  • To ensure that changes are properly planned and updated throughout the process (correct)
  • To ensure that changes are not documented
  • To ensure that changes are made quickly
  • To ensure that changes are only made by IT personnel

    • What do all operating systems have in common?

  • They are all command-driven interfaces
  • They all offer a graphical user interface
  • They all share four main functions (correct)
  • They are all developed by Microsoft

    • What is the primary purpose of an operating system?

  • To control a network
  • To manage a database
  • To manage a printer
  • To control a computer (correct)

    • What is a common tool used in large organizations for managing change management?

    <p>ChangeGear by SunView</p> Signup and view all the answers

    What is a common feature of almost every operating system?

    <p>One or more graphical user interfaces</p> Signup and view all the answers

    What is a common task that IT support technicians encounter?

    <p>Working with a wide variety of hardware platforms and operating systems</p> Signup and view all the answers

    What is a common tool used in smaller organizations for documenting changes?

    <p>Microsoft Word or Excel documents</p> Signup and view all the answers

    What should you do as you ask questions to the customer?

    <p>Take notes</p> Signup and view all the answers

    What is a feature of some servers, such as Linux Ubuntu Server?

    <p>Never require a graphical interface</p> Signup and view all the answers

    How should you handle the customer's problem?

    <p>Have the customer reproduce the problem and note each step taken and its results</p> Signup and view all the answers

    What is crucial when working with a customer to solve a problem?

    <p>Using diplomacy and good manners</p> Signup and view all the answers

    Why is it important to create an expectation of certainty with customers?

    <p>To establish trust and set realistic expectations</p> Signup and view all the answers

    What should you do when working at a customer's desk?

    <p>Be as unobtrusive as possible and protect the customer's confidential materials</p> Signup and view all the answers

    Why should you keep the customer informed of progress?

    <p>To establish trust and set realistic expectations</p> Signup and view all the answers

    What should you avoid when working on a customer's site?

    <p>Making personal calls on your cell phone</p> Signup and view all the answers

    Why should you ask permission to use the printer or other equipment?

    <p>To respect the customer's property and maintain a professional relationship</p> Signup and view all the answers

    Which function of BIOS/UEFI provides instructions for running hardware devices before an OS is started?

    <p>System BIOS/UEFI</p> Signup and view all the answers

    What is the purpose of the Setup BIOS/UEFI?

    <p>To change motherboard settings</p> Signup and view all the answers

    What is the process of organizing the space in a hard drive into logical blocks called?

    <p>Low-level formatting</p> Signup and view all the answers

    What is the maximum number of partitions supported by the MBR partitioning system?

    <p>4</p> Signup and view all the answers

    What is the maximum capacity of a hard drive that can use the MBR partitioning system?

    <p>2.2 TB</p> Signup and view all the answers

    What is the maximum number of partitions supported by the GPT partitioning system?

    <p>128</p> Signup and view all the answers

    What is the minimum size of a hard drive that requires the GPT partitioning system?

    <p>2.2 TB</p> Signup and view all the answers

    What is the term for the process of organizing the space in a hard drive into logical blocks?

    <p>Logical Block Addressing (LBA)</p> Signup and view all the answers

    What should you do when answering the phone to ensure good service?

    <p>Identify yourself and your organization, and follow company policy to obtain the name and number of the caller</p> Signup and view all the answers

    What should you do before an on-site visit to prepare for good service?

    <p>Review the service call information and arrive with a complete set of equipment</p> Signup and view all the answers

    How should you greet the customer during an on-site visit?

    <p>Greet the customer in a friendly manner and shake hands</p> Signup and view all the answers

    What should you do if you are conducting an on-site visit at a residence and only a minor is present?

    <p>Leave the residence and reschedule the service call</p> Signup and view all the answers

    What skills do customers expect from technical support professionals?

    <p>Both technical and interpersonal skills</p> Signup and view all the answers

    What should you do during an on-site visit to ensure good service?

    <p>Ask questions and listen to the customer's problem</p> Signup and view all the answers

    What is the primary purpose of Ubuntu Server?

    <p>To support server software in a client/server environment</p> Signup and view all the answers

    Which of the following is NOT a characteristic of a workstation operating system?

    <p>Designed to support server software</p> Signup and view all the answers

    What is a key aspect of supporting customers?

    <p>Professionalism and respect, in addition to technical skills</p> Signup and view all the answers

    What is a key aspect of working in diverse software environments?

    <p>Preparation to work in these environments</p> Signup and view all the answers

    What type of system is Ubuntu Server designed to support?

    <p>Server software</p> Signup and view all the answers

    What is a key aspect of support systems and documentation?

    <p>Addressing issues of asset management and ticketing systems</p> Signup and view all the answers

    Study Notes

    Plan for Good Service

    • Commit to excellence regardless of circumstances or personalities
    • Initial contact with a customer:
      • Answer phone calls by identifying yourself and your organization
      • Follow company policy to obtain the caller's name and number
      • Confirm authorization to help the customer and open the conversation for the caller to describe the problem
    • Prepare for on-site visits by:
      • Reviewing information about the service call
      • Familiarizing yourself with the problem, urgency, and required computer, software, and hardware
      • Arriving with a complete set of equipment
    • Greet the customer in a friendly manner, shake hands, and be cautious when working at a residence with a minor present
    • Listen and ask questions to understand the customer's issue

    Interview the Customer

    • Take notes as you ask questions
    • Have the customer reproduce the problem, noting each step taken and its results
    • Use diplomacy and good manners when working with a user to solve a problem

    Set and Meet Customer Expectations

    • Create an expectation of certainty with customers
    • Establish a timeline with the customer for project completion and keep them informed of progress
    • Give the customer an opportunity to make decisions about repairs, with guidance from you

    Work With a Customer On Site

    • Avoid distractions and minimize personal calls on your cell phone
    • Protect the customer's confidential materials and avoid taking over the mouse or keyboard without permission
    • Ask permission to use the printer or other equipment

    Documenting Changes

    • Document everything related to changes
    • Use change management software or manual documentation to manage all stages of change management

    Working in Diverse Software Environments

    • IT support technicians encounter a wide variety of hardware platforms, operating systems, and applications
    • Operating systems have commonalities and diversities among them

    Functions of an Operating System

    • An operating system (OS) is software that controls a computer
    • Four main functions of an OS:
      • Provide a user interface
      • Manage files
      • Manage hardware
      • Manage applications
    • Every OS offers a command-driven interface and almost every OS offers one or more graphical user interfaces (GUI)

    How an OS Manages Hardware

    • The motherboard BIOS/UEFI provides three functions:
      • System BIOS/UEFI contains instructions for running hardware devices before an OS is started
      • Startup BIOS/UEFI starts the computer and finds a boot device that contains an OS
      • Setup BIOS/UEFI is used to change motherboard settings

    How an OS Manages a Hard Drive

    • Low-level formatting organizes the space in a long series of logical blocks using Logical Block Addressing (LBA)
    • Partitioning systems:
      • MBR partitions keep a map of partitions in a partition table stored at the beginning of the hard drive called the MBR
      • GPT partitions use the newer Globally Unique Identifier Partition Table (GUID or GPT) system, which can support up to 128 partitions and is required for drives larger than 2.2 TB

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    Description

    This quiz assesses your understanding of the importance of maintaining a commitment to excellence in customer service, despite circumstances or personalities. It covers initial contact with customers and the skills required.

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