>Susan Sutherland wrote:
>I have a question for all technicians out there,
>or consultants, or basically anyone who works in,
>or has experience in, the computer business.

I think that's great!
My opinion, customer service is a big must.

You must always keep up on your books, magazines
and training because knowledge of things both
current and obsolete is what helps sell your
skills.  BUT, how you present yourself and your
abilities is as important as your skills.

Any work I do is by word of mouth.  I don't
advertise because this is nothing more than a
hobby for me.  I always try to dress in either a
business casual or at least with jeans that have
no holes and are in very good shape.  I keep a
log of computers I work on, all information that
pertains to those PCs and what I did is recorded
and if I update anything, I keep a copy for myself
and give a copy to the customer.

Ask questions.  Don't come across as a know-it-
all, or you'll offend them more.  The more you
ask AND LISTEN to their responses, the better
service you're going to be able to give because
your reply will be formed to their needs, and
not your belief of one thing being better than
the other.

Always tell the truth.  If you don't know the
answer, then say so.  If it is something you
can quickly find out about, then be sure to
mention that as well.  After all, you have some
of the best resources available to you right
here in this list, as well as PCSOFT.

If it is something that is still under warrenty,
explain that to the customer, and that they
should take it to an authorized repair shop,
this way it will (most likely) be documented for
the company of the device.

Bottom line? Everybody has their way of doing
things and learning by experience is one of the
ways of finding out what your best side will be.
You have plenty of resources, and from the sounds
of things, a darn good knowledge base (you have
posted to this list before...<grin>), and you
are willing to try.

Best of luck!
*************************************************
Lance Kephart
Kephart's Korner
http://www.geocities.com/siliconvalley/vista/7192
*************************************************


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