Explain that you were sent here and walk past the customer.
Contact your office and tell your manager of the situation.
Pacify the customer by telling them that you will configure the machine to allow for Bill to update system files remotely.
Go to the user's site
Suggest they call back tomorrow
Suggest they call another technician
Suggest you talk to their manager
No, the technician should have e-mailed instructions to the user. That way, he could fix the problem himself the next time it happens.
Yes, the technician handled the request correctly
No, the technician should have handled the request over the phone instead of visiting the desk.
No, the technician should not have rearranged the user's desk.
No, the technician should have talked to the user directly instead of leaving a note.
No, the technician shouldn't have wasted time on such a foolish mistake.
No, the technician should not have demeaned the user for the mistake.
Yes, the technician handled the situation correctly.
No, the technician should have let the user figure out the problem for herself.
No, the technician should not have used the user's telephone for a personal call.
No, the technician should have sent the user instructions in an email
Yes, the technician handled the request correctly.
No, the technician should have directed the user to the network software's documentation on the Internet.
Tell the employee that your supervisor will be down shortly to discuss their options.
Apologize for not being able to fulfill your work tasks.
Respectfully tell the employee that you understand the inconvenience and see why they are frustrated, but viruses can be very detrimental to a computer and reformatting is necessary. Assure them you will do your best to get their computer up and running as soon as possible.
Inform the employee that in reality, it is their fault that this happened because they were the one that allowed the virus onto the computer, but you will do your best to help them fix it.
Tell the employee that most printer problems are easy to fix and you will do your best to get their project printed as soon as possible.
Tell the employee that they need to plan more time for printing before presentations.
Tell the employee that they should copy their project to a CD and try to get it to print somewhere else.
Tell the employee not to worry about it; their printer is probably just offline and will take two seconds to fix.
Re-arrange the workspace to be more organized and tidy. The user will appreciate your willingness to help.
Move the objects that are in your way then continue working. The user knows how they like their office best, so they can re-arrange things when you’re done.
Move the objects that are bugging you while you work, then put them back in the same place before you leave.
Leave the office exactly as it is. Even if it makes you uncomfortable, you should never alter someone else’s workspace.
Tell your friend the information you have learned and under what circumstances it was obtained.
Ignore the paper and tell no one of its contents.
Give your friend a heads up about what you found, but don’t disclose from where you heard the information.
Tell your fellow PC technicians about what you saw, then let them decide what to do with the information.
Ask the customer to excuse you, then step into the hallway to briefly take the call.
Answer the phone by saying, “I’m busy right now, I’ll call you right back.”
Ignore the phone; let it continue ringing until the caller reaches your voicemail.
Immediately forward the call to voicemail.
No, the technician should have had him check his workstation's IP address configuration first.
No, the technician used jargon that the user probably didn't understand.
Yes, the request was handled properly.
No, the technician should have walked to his desk and conducted the tests for him.
No, the technician was distracted while handling the call.
No, the technician should have instructed the user to call the notebook manufacturer for support.
No, the technician should have put the user on hold until he had time to handle her request.
Yes, the technician handled the request appropriately.
No, the technician should have ignored the request.
Yes, the technician handled the request properly.
No, the technician should have maintained a positive attitude and tone of voice.
No, the technician should have forwarded the request to the user's manager and told her to handle it.
Inform the user that there isn’t anything wrong with the program, they just don’t know how to use it correctly.
Direct the user to the Help utility in the e-mail program.
Set up a time during which you can sit down with the user and show them how to complete common tasks.
Tell the user to ask their co-workers how to use the program if they come across further problems.
Tell the employee that you will get new RAM for their computer as soon as possible.
Tell the employee that they should make do with what they have.
Tell the employee that they aren’t currently budgeted for equipment upgrades, but that you will let your supervisor know about the request so it can be properly determined if new RAM can be acquired.
Tell the employee that the best option is for the employee to purchase new RAM for the computer and bring it in to work.
Tell the customer that they may have downloaded a virus and you may need to re-image their computer.
Tell the customer it is an easy fix, you will just need to defrag their hard drive and wipe their computer for spyware and malware.
Ask the customer what they were doing when it slowed down and if they have recently installed anything new to their system.
Tell them that computers tend to run slowly from time to time and not to worry.