Download continued

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.
2.
3.
4.
Identify the problem
Establish a theory of probable cause
Test the theory to determine actual cause
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
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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
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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
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Speak clearly
Avoid jargon
Keep messages concise
Be specific
Make sure the message is understood
Listen actively
Paraphrase messages
Pitfalls of communication
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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
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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:
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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