Contact a first responder.
Confront the customer immediately.
Shut down the computer until authorities arrive.
Document as much information as possible.
Remove and destroy the hard drive.
A single law defining criminal acts that are committed online
A contract that defines expectations between and organization and IT service vendors for an agreed upon level of support
The process of collecting and analyzing data from computer systems, networks, wireless communications, and storage devices
The collection of international, country, and local laws that affect computer security professionals
Copying of copyrighted materials
Send this information to the manager of the customer.
Back up the information just in case the customer needs it some day.
Document all information in a log file.
Send this information to the technician manager.
Keep it confidential.
Send the file as it is to the level two technician.
Deliver the file in printed format only.
Replace all passwords in the file with before emailing the file and then supply the passwords by secure means, if required.
This file should not be shared with the level two technician.
Supported equipment and software
Home contact information of the technician
Service provider part suppliers
Time of service availability
Contact information of other clients
The technician should contact the customer if the technician is going to be late for a follow-up appointment.
The technician should adjust the work chair to a height that is high enough so that wrists angle downwards toward the keyboard.
The technician should be sure to treat all customers equally.
If a customer complains about another technician, the technician who is taking the call should agree with opinion of the customer.
If a technician takes a call from a customer the technician does not like, the technician should pass the call to another technician.
The technician can take the call of another technician, even without permission to do so.
The technician should give better service to a customer for whom the technician feels more sympathy.
The technician should take the easier calls first, regardless of the urgency.
The technician should make sure to call the customer back as close to the callback time as possible.
Level two technicians usually respond to the “down calls” as they may be able to resolve them faster.
Level one technicians usually work on the problems that require opening up the computer case.
Level two technicians are often referred to as “incident screeners,” and level one technicians are often referred to as “product specialists.”
Level two technicians are usually more knowledgeable about technology than the level one technicians are.
Level two technicians prepare a work order and escalate it to a level one technician if a problem cannot be resolved within ten minutes.
Call the customer back to ask any additional questions and resolve the problem.
Call the level one technician and ask questions about the problem.
Document suggestions to solve the problem in the work order and return it to the level one technician.
Send the work order to a level three technician and ask for support.
Use technical terms to determine the level of knowledge the customer possesses.
Allow the customer to speak without interruption.
Personalize the call by periodically asking questions unrelated to the computer problem.
Refer to the customer by name whenever possible.
Ask only closed-ended questions.
Always gather information from the customer and escalate the problem.
Ask personal questions to get better acquainted with the customer.
Explain each step to help the customer understand the troubleshooting process.
Maintain professional behavior at all times.
Politely step in and gain control of the call by asking the customer social questions.
Allow the customer to speak without interruption and then try to use closed-ended questions to gather data.
Use open-ended questions and repeat all the information back to the customer to politely show that unnecessary information is being given.
Talk over the customer and quickly gather the necessary information to be of help.
Focusing on what you cannot do to give customers an idea of the magnitude of the problem
Clarifying what customers say after they have finished their explanations
Interrupting customers with a question to gather more information
The use of active listening, with occasional interjections such as “I see” or “I understand”
Asking customers to paraphrase their explanations
Details of any recent changes to the computer
Description of the problem
Output from diagnostic software
Output from a remote connection to the customer computer
Current CMOS settings
A couple of computers have operating system errors.
The company cannot operate because of a system failure.
Some computers cannot log in to the network.
Two users are requesting an application enhancement.
A user is requesting a RAM memory upgrade.
Solid state drives
Hard disk drives
Data in transit between RAM and the CPU
Data stored on an internal drive
Data stored on an external drive
Data stored on magnetic disks
Ask the customer to do obvious or unnecessary steps.
Reiterate that you want to solve the problem.
Follow a step-by-step approach to solving the problem.
Apologize for the wait time if there has been no wait time.
An admission of guilt
Proper documentation procedures
When the equipment needs to be rebooted
When the screen resolution of a customer PC needs to be adjusted
When drivers, applications, or operating systems need to be installed
When a peripheral device needs to be replaced