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Chapter 12

Questions

QuestionAnswer
Assume that you are a customer who wants to have a PC repaired. List five main characteristics that you would want to see in your PC repair person. Patient, Positive/helpful attitude, Good listener, Professional, Dependable
What is one thing you should do when you receive a phone call requesting on-site support, before you make an appointment? Try to resolve over the phone prior to making an appointment, atleast address the problem.
You make an appointment to do an on-site repair, but you are detained and find out that you will be late. What is the best thing to do? Let them know. Apologize and arrange new date and time.
When making an on-site service call, what should you do before making any changes to software or before taking the case cover off a computer? ASK FOR PERMISSION FIRST!
What should you do after finishing your PC repair? Put everything back together the way it was and clean up any mess. Then explain to the customer what you just did and what was malfunctioning. VERIFY EVERYTHING WORKS!
What is a good strategy to follow if a conflict arises between you and your customer? Treat others as you, yourself would like to be treated.
You have exhausted your knowledge of a problem and it still is not solved. Before you escalate it, what else can you do? Go back over the basic questions and re-ask the customer so you can fix the problem. ASK A CO-WORKER!
If you need to make a phone call while on a customer's site and your cell phone is not working, what do you do? Kindly ask them if you could use a local telephone to aid you in getting the repair done.
What is one thing you can do to help a caller who needs phone support and is not a competent computer user? Be specific with your instructions
Describe what you should do when a customer complains to you about a product or service that your company provides. Don't argue with them but find something that you can both agree on to ease and comfort the customer.
What are the six steps that you can use to solve any computer problem? 1. Interview the user and back up data 2. Examine the system and make your best guess 3.Test your theory 4. Plan your solution and then fix the problem 5. Verify the fix and take preventive action 6. Document what happened
What is the command to use the Memory Diagnostics tool? mdsched.exe
What is the command to use the System File Checker to immediately verify system files? sfc /scannow.
What GUI tool can you use to stop a program that is hung? Task Manager
What command-line tool can you use to stop a program that is hung? Tasklist Taskkill
How can you eliminate the possibility that an application error is caused by another application or service running in the background? boot in safe mode with networking
How does Windows know which application to use to open a file when you double-click the file in Windows Explorer? The file association between a data a file and an application is determined by the file extension. A program associated with a file extension is called its default program
Which two tools might a software developer or system administrator use to register a component of an application in the Windows registry? Component Services (also called COM+) and Regsvr32
If an application works when the system is loaded in Safe Mode, but does not work when Windows is loaded normally, what can you assume? If the application works in Safe Mode, then can assume the problem is not with the application, but with the operating system, device driver, or other applications that load at startup which are conflicting with the application.
Created by: latour14455
 

 



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