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| Article Time Stamp: 31 January 2000, 10:03:32 GMT+7 | |
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1. You will never know everything there is to know about
fixing stuff.
2. Make sure you are quiet and LISTEN to what the customer
has to say before you start asking questions.
3. Know when to cry uncle. Take 30 minutes to figure out a
problem on your own. If you can not do it by then, call
for help (tech support).
4. Never stop training. If you do, you will be left behind.
5. If you think you know everything about a product, look at
rule one.
6. Network with other techs. You will soon realize how much
help they can be. Share information when it comes to
solving problems. It will come back to you 10 fold.
7. A smile will work wonders.
8. DO NOT treat the customer like an idiot but only tell them
what they need to know.
9. Never, never, never change the settings for the appearance
on an end users system, no matter how much it drives you
crazy. It is their system, not your's.
10. Keep all your certifications in protective sleeves in a
notebook.
11. You can refuse service. If you feel that you are being
treated badly - pack up. Call your boss after you leave
and let them know what happened. Keep a written record.
12. Keep your eyes on your task at hand. Some end users will
have papers on their desk that are private. That means you
have no business looking at it.
13. RTFM. Read the 'fine' manual. Almost all service manuals
have a section on troubleshooting.
14. Some employees believe companies owe them - like five-finger
discount parts and copies of software. Behavior like this is
not only unethical, it will sooner or later cause a CLM
(career limiting maneuver).
15. The last thing: RELAX. It's just a job. Have fun.
By: Martin Hawes
vollyman@aol.com