1. A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 3 Satisfying Customer Needs

2. © Cengage Learning 2014 What Customers Want: Beyond the Technical Know-How A+ Guide to Managing & Maintaining Your PC, 8th Edition 2

3. © Cengage Learning 2014 7 Traits of a competent and helpful technician: A+ Guide to Managing & Maintaining Your PC, 8th Edition 3

4. © Cengage Learning 2014 Trait 1: A positive and helpful attitude A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

5. © Cengage Learning 2014 Trait 2: Listening without interrupting your customer A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

6. © Cengage Learning 2014 Trait 3: Proper and polite language Business Language! A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

7. © Cengage Learning 2014 Trait 4: Sensitivity to cultural differences A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

8. © Cengage Learning 2014 Trait 5: Taking ownership of the problem A+ Guide to Managing & Maintaining Your PC, 8th Edition 8

9. © Cengage Learning 2014 Trait 6: Dependability and Reliability A+ Guide to Managing & Maintaining Your PC, 8th Edition 9

10. © Cengage Learning 2014 Trait 7: Credibility A+ Guide to Managing & Maintaining Your PC, 8th Edition 10

11. © Cengage Learning 2014 Trait 8: Integrity and Honesty A+ Guide to Managing & Maintaining Your PC, 8th Edition 11

12. © Cengage Learning 2014 Trait 9: Know the law with respect to your work Observe the laws concerning use of software A+ Guide to Managing & Maintaining Your PC, 8th Edition 12

13. © Cengage Learning 2014 Trait 10: Looking and Behaving Professionally A+ Guide to Managing & Maintaining Your PC, 8th Edition 13

14. © Cengage Learning 2014 Geek Squad Case File #41217 You arrive on a service call, and the office supervisor turns on the malfunctioning machine. She begins to explain what she thinks the problem is, but you can tell from the operation of the machine that it is something else. What course of action should you pursue? o a. Listen to the explanation until she is finished, and then fix the machine. o b. Sit down and fix the machine while she is describing the rest of the problem to you. o c. Begin troubleshooting the problem she is describing until she leaves, and then fix the problem. o d. Stop the explanation, and tell her that you are pretty sure that you already know what the problem is. A+ Guide to Managing & Maintaining Your PC, 8th Edition 14