Chapter assignment for my CompTIA A+ cert course.... I wonder if the professor will comment on my informality. Hands on projects: 3-1: What’s my strongest social skill that will help me while being a computer technician? I would have to say confidence when it comes to working with computers. 2: greatest interpersonal weakness: I’m slightly hard of hearing when background noise is present. It has annoyed people that I have to ask them to speak louder or to repeat themselves. 3: A change that may help this: Perhaps a hearing aid of some sort, but I can’t justify spending 2 or 3 thousand dollars on one. So for the time being I’ll stick to explaining that I’m slightly hard of hearing at times. 4: What would you like and dislike the most about a phone support help desk job: I honestly don’t think I would like it at all. I might enjoy the fact that I polish a chair with my butt for about a year, but I could see getting the same calls every day giving the same explanations over and over driving me crazy with boredom. I like working on hardware, taking things apart, putting them back together, researching, modding, to sum it all up in one word I like to tinker! A phone support type of job wouldn’t satisfy me, I might do it for the paycheck if I had to but I would be looking for another position rather quickly. And I’ve done phone support before, but it was a very minimal part of my job, maybe I’d spend 2 hours on the phone a day helping customers, which was bearable, and that was on a high call volume day. The majority of the support I gave was via email, or in the forums. And out of all honesty I prefer working support via forums or email rather than over the phone. This is because, not only do I have to worry about hard to understand accents, but I can write a list of instructions one time to fix a particular issue. From that point on, I save the list. If I ever have to address the same issue, double click a file, Crtl+C, Crtl+V, and they have the fix presented to them on a silver platter in about 4 seconds! Sadly some people differ from myself and really enjoy hearing a person’s voice instead of just proceeding step by step down a logical troubleshooting or instructional list. And while I’m being honest, I think phone support is a vastly inefficient process compared email support. Online chat support falls in line with phone support because technicians have to wait for a response from the customer. However, I do understand that businesses see it as, if the customer is happy and paying us, we will do whatever to make them happy as long as they keep filling our pockets with money. 5: When making on-site calls to corporate branches, what part would I enjoy the most, and what skills would help you the most: I get to tinker with stuff at more than one location? That’s great, it typically means a bigger paycheck and more tech to tinker with. Networking would probably be my biggest asset in this. If that site had a IT dept. I would visit and see how they do things. I might learn a few tips and tricks and show them a few as well. 3-2 1: six descriptive words to describe myself: Truthful, Stubborn, sarcastic, goofy, distressed ( due to our countries war mongering against Syria), and Compassionate. 2: Other words that have been used to describe me: I’m sure this list is endless, like just about everyone else, I’ve had haters and lovers. Just take all the adjectives out of the dictionary and at one place or time that adjective has probably been or could have been used to describe me. 3: How have views from your friends and family helped you: Honestly, I decide what I want to do and how I should act according to my own morals, At least when I’m not in the workplace, then I have commited myself to abiding by the morals they give me, unless of course they tell me the equivalent to jumping off a bridge but that goes withour saying. Anyway, these morals I have, have mostly been built up by viewing other people and thinking “ I don’t want to be like that” For instance I had a customer come up to me one time literally screaming at me because she checked the price of the cat food she picked up IN THE DOG FOOD AISLE, “Was a dollar more than the price listed on the UPC code where she had picked it up” While I listened to her rant and scream about a dollar, all I could think was “I never want to be the person screaming at someone over a dollar, just to do it” So I gain more from actions, not from opinion. 4: How would I adjust to customers and coworkers on the job? As I said before, I commit to the morals the company gives me while on the clock, as long as they’re not telling me the equivalent to jumping off a bridge” 5: If I wrote the 6 descriptive words again would I use the same ones? No I would not, I don’t enjoy repetitive tasks. In fact I’d change one to annoyed because I don’t see a point in this question what so ever. 3-3: Jenny takes an unexpected 2 week vacation for a cruise and her coworkers get upset because it’s during a high workload month. Jenny comes back and asks Linda why people are mad. Jason has to work for 16 days straight during this month directly due to Jenny’s vacation. 1: If I was jenny what would I do: Ignore it and do my job. I’m not there to make friends and I’m entitled to a vacation. If management clears the unexpected vacation, those coworkers should take it up with management and not me. Also they probably wouldn’t know I went on a cruise. I don’t like to flaunt my personal business at work. I feel that these type of coworker problems are caused more by jealousy rather than actual stressful situations. People are paid to work,they shouldn’t complain to me that they think they’re being told to do more work than they think is worth it, they should renegotiate their contract with the company or open their own business, problem solved. 2: If you were Linda what would you do: I’d explain it but ask her to just ignore it and it’ll blow over. Arguing with people that are obviously biased and emotionally compromised on a subject doesn’t go anywhere. 3: If you were Jason what would you do: Enjoy the overtime and fat pay checks to come. ( I’ve worked 27 days straight before on 12 hour days, I worked, commuted, ate, slept, and used the bathroom, that’s it, for almost a solid month. 16 days, probably 8 hour days, is nothing!) 4: What would I do if I was another team member? Hope my coworker had a safe and fun cruise, while hoping the cruise liner doesn’t break down and force the patrons to use the bathroom all over the ship… That was a distgusting news story from last year or the year before… but yeah I wouldn’t wish that on anyone… and I’d do my job while she was on vacation. 5. If I was the boss and got wind of the problem with jenny what would I do. If I absolutely had to do something, I would tell everyone to grow up and that this isn’t a pen full of toddlers. If they have an issue they can talk to me because I’m the one that approved the vacation. 3-4 Best ways to respond to a customers statements 1: “My computer is all dark.”: Have there been any power fluctuations since it was last working properly and is it receiving power? 2: “ I got so mad at my laptop, I threw it to the floor. Now it won’t start. I think it’s still under warranty.” Depends on company policy on this one, If a customer blatantly slaps me in the face with the fact they deliberately damaged their hardware, I might have to report it. However a generally safe thing to say at this point is “We can fix that” Assuming the thing isn’t in small pieces in a brown paper bag or something. On the other hand I might even probe why the computer got the customer mad. If it was slow or unresponsive I might just be able to get the marketing manager a sale and this customer won’t be coming back with another laptop that “Got them mad”. Killing two birds with one stone baby! 3: My dog chewed the mouse cord and now nothing works: Is the dog alright? 4: I heard you tell your customer that other customer that your product stinks. I came here to buy one, now what am I to do. Explain why I think it stinks, if I’m already caught thinking it’s a garbage product, the least I can do is present my argument as to why it’s terrible. 5: I don’t see the “Any” key. Where is it? Anytime you see a program calling for “any” keys use, Just hit enter. 3-5: A long complicated situation of a technican servicing an employee in the same corp… I’ll give the output Mistakes 1 Company didn’t give an arrival time 2 Robbie didn’t call to confirm the appojntment 3 Set his stuff on her work 4 Doesn’t talk to Lisa before starting to work on her computer 5 Rob erases the hard drive without consent 6 Lisa shows back up and lies to lisa about a virus destroying her hard drive forcing him to erase it and how she should learn to back stuff up Correct actions 1 Set and arrival time 2 Call to confirm 3 Move the work while not disorganizing it 4 Wait for the customer 5 Should have waited 6 Still should have waited… also lisa might not know what a backup is, explain it to her. Suggest other alternatives, perhaps sending the hard drive out to see if the data could be saved if we couldn’t do it in house. And if I did make a bad judgement call and erased it that data can probably still be recovered if sent out to the correct company. I know of a few that do these types of data recovery.
Posted on: Sun, 01 Sep 2013 23:55:58 +0000
Trending Topics
Recently Viewed Topics
© 2015