Technician Qualities Essays - Computer Architecture, System Software

Technician Qualities Two of the most important qualities that a technician can have are active listening skills and attitude. Active listening means that you truly listen to what the person (who is having the problem)is saying. Having active listening skills involves good eye contact, nodding your head every nowand then to show you are following the conversation, taking notes on important details, and avoiding distractions such as incoming cell phone calls or other activities. Clarify customer statements by asking pertinent questions and avoid interrupting the customer. Allow customers to complete their sentences. Many technicians jump into a problem the moment they hear the first symptom described by the user. Listen to the entire problem. Do not act superior because you know terms and things that they do not. A positive attitude is probably the best quality a technician can possess. Many technicians treat customers abruptly, not taking the time to listen to their problem or to find the best solu- tion. A good attitude is helpful when a user is upset because their computer or attached device is not working properly. Do not undermine the customer's problem; every problem is equally important to the computer user. A positive attitude is critical for being successful in the computer service industry. A technician must be familiar with and thoroughly understand computer terminology to (1) speak intelligently to other technical support staff in clear, concise, and direct statements; (2) explain the problem to the user; and (3) be proficient in the field. The field changes so quicklythat technicians must constantly update their skills. Unfortunately, some computer technicians use the technical language of the trade when speaking with people who are not attuned to the lingo. Using too many technical terms aroundend users serves only to confuse and irritate them. A technician should avoid using slang, jargon, acronyms, and abbreviations. In addition to knowing and using the correct terminology, a technician must use it appropriately, and explain computer terms with simple, everyday language and examples. Basic Computer Parts 3 Technician Qualities Two of the most important qualities that a technician can have are active listening skills and atti- tude. Active listening means that you truly listen to what the person (who is having the problem) is saying. Having active listening skills involves good eye contact, nodding your head every now and then to show you are following the conversation, taking notes on important details, and avoiding distractions such as incoming cell phone calls or other activities. Clarify customer state- ments by asking pertinent questions and avoid interrupting the customer. Allow customers to complete their sentences. Many technicians jump into a problem the moment they hear the first symptom described by the user. Listen to the entire problem. Do not act superior because you know terms and things that they do not. A positive attitude is probably the best quality a technician can possess. Many technicians treat customers abruptly, not taking the time to listen to their problem or to find the best solu- tion. A good attitude is helpful when a user is upset because their computer or attached device is not working properly. Do not undermine the customer's problem; every problem is equally important to the computer user. A positive attitude is critical for being successful in the com- puter service industry. A technician must be familiar with and thoroughly understand computer terminology to (1) speak intelligently to other technical support staff in clear, concise, and direct statements; (2) explain the problem to the user; and (3) be proficient in the field. The field changes so quickly that technicians must constantly update their skills. Unfortunately, some computer technicians use the technical language of the trade when speaking with people who are not attuned to the lingo. Using too many technical terms around end users serves only to confuse and irritate them. A technician should avoid using slang, jargon, acronyms, and abbreviations. In addition to knowing and using the correct terminology, a tech- nician must use it appropriately, and explain computer terms with simple, everyday language and examples. This book explains computer terminology in easy-to-understand terms and provides analogies that can be used when dealing with customers. Basic Computer Parts Computer systems include hardware, software,