Troubleshooting methodology Unit objectives Describe the CompTIA A+ troubleshooting model Interact professionally with users and achieve customer satisfaction

Topic A Topic A: Troubleshooting stages Topic B: Professionalism

CompTIA’s A+ model 1.Identify the problem 2.Establish a theory of probable cause 3.Test the theory to determine actual cause 4.Establish a plan of action to resolve the problem and implement the solution 5.Verify full system functionality and if necessary, implement preventative measures 6.Document findings, actions, and outcomes

Activity A-1 Discussing the CompTIA A+ troubleshooting model

Information resources Documentation –Provided by others: Product manuals Manufacturer Web sites Technology-related knowledge bases –Your own creation Notes for customer’s specific environments Paper or software Organization scheme Level of detail continued

Information resources, continued Forums –Online discussion groups –General or specific –Monitored or unmonitored Other sources –Trade magazines –Web sites –Fellow employees –Newsgroups –Trade shows –Vendor group meetings –Independent consultants

Microsoft Help and Support Problem and solution references for –Microsoft client operating systems –Microsoft server operating systems –Microsoft applications Download patches and new releases Microsoft Knowledge Base –Search for specific error codes

Microsoft KB article

Activity A-2 Identifying documentation and information resources

Topic B Topic A: Troubleshooting stages Topic B: Professionalism

Professional service Characteristics of a professional communicator: –Consider the total message you’re sending –Stay focused –Consider the customer’s competence –Speak professionally –Respect the customer –Be culturally sensitive –Match the delivery channel to the customer

Professional communication guidelines Speak clearly Avoid jargon Keep messages concise Be specific Make sure the message is understood Listen actively Paraphrase messages

Pitfalls of communication Jumping to conclusions Becoming distracted Exaggerating Using negative words Sending conflicting messages

Activity B-1 Maintaining professionalism

Effective communication Involves both verbal and nonverbal techniques Clients use your vocal characteristics to form opinions about: –Your sincerity –Enthusiasm –Your knowledge of the topic being discussed Clients use nonverbal clues to form opinions about: –Your personality –Your character

Verbal communication Three vocal characteristics you can control to become a more effective speaker: –Volume –Rate –Pitch Rate and volume also affect your pitch

Verbal guidelines Use positive language Use non-inflammatory language Use powerful language Remember names

Activity B-2 Using effective verbal communication

Nonverbal communication Six types with the most impact: –Handshakes –Expression and eye contact –Proximity –Touch –Gestures and posture –Physical appearance

Activity B-3 Using nonverbal communication effectively

Customer satisfaction Problem isn’t resolved until both the technician and the user agree Keep customer satisfied during long troubleshooting process People skills are important

Service-level agreement Should contain: –How to contact tech support –How soon the user can expect a response –How soon the user can expect a tech to try to fix the problem –What happens if the tech can’t fix the problem –Escalation of the problem

Activity B-4 Ensuring customer satisfaction

Unit summary Described the CompTIA A+ troubleshooting model Interacted professionally with users and achieve customer satisfaction