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5.0 Operational Procedures
- ESD straps
- ESD mats
- Self-grounding
- Equipment grounding
- Personal safety
- Disconnect power before repairing PC
- Remove jewelry
- Lifting techniques
- Weight limitations
- Electrical fire safety
- CRT safety – proper disposal
- Cable management
- Compliance with local government regulations
- MSDS documentation for handling and disposal
- Temperature, humidity level awareness and proper ventilation
- Power surges, brownouts, blackouts
- Battery backup
- Surge suppressor
- Protection from airborne particles
- Dust and debris
- Component handling and protection
- Compliance to local government regulations
- Use proper language – avoid jargon, acronyms, slang when applicable
- Maintain a positive attitude
- Listen and do not interrupt the customer
- Be culturally sensitive
- Be on time (if late contact the customer)
- Avoid distractions
- Personal calls
- Talking to co-workers while interacting with customers
- Personal interruptions
- Dealing with difficult customer or situation
- Avoid arguing with customers and/or being defensive
- Do not minimize customer’s problems
- Avoid being judgmental
- Clarify customer statements (ask open ended questions to narrow the scope of the problem, restate the issue or question to verify understanding)
- Set and meet expectations/timeline and communicate status with the customer
- Offer different repair/replacement options if applicable
- Provide proper documentation on the services provided
- Follow up with customer/user at a later date to verify satisfaction
- Deal appropriately with customers confidential materials
- Located on a computer, desktop, printer, etc
- First response
- Identify
- Report through proper channels
- Data/device preservation
- Use of documentation/documentation changes
- Chain of custody
- Tracking of evidence/documenting process
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