Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "google: The next stage of our redesign—a new Google bar that will enable you to navigate quickly among our services http://t.co/ghvefZbe" --http://twitter.com/google/status/141658175614103553
TechNology
Tuesday, November 29, 2011
Samsung galaxy nexus, without ice cream?
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "gadgetlab: It's Samsung Galaxy Nexus teardown time! What's inside? No ice cream. #iceCreamSandwich http://t.co/fyCYDQjb by @mj_isaac" --http://twitter.com/gadgetlab/status/141640204753711104
Kindle beats iPad!
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "TechCrunch: The Kindle Fire Bests The iPad At Best Buy, Becomes The Retailer's Best Selling Tablet http://t.co/qZNmdiZ8 by @mjburnsy" --http://twitter.com/TechCrunch/status/141633842145525760
Monday, November 28, 2011
TV using zero power while in standby
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "gadgetlab: Toshiba TV Uses Zero Power in Standby Mode http://t.co/Yqc1VVKD" --http://twitter.com/gadgetlab/status/141301833506365440
Robots
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "guardiantech: Flexible robot unveiled by engineers - video http://t.co/vESjemIY" --http://twitter.com/guardiantech/status/141253029969149952
RIM, you just keep having problem after problem
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "gadgetlab: RIM 'Pulls an HP' As Retailers Sell Out of BlackBerry PlayBooks http://t.co/hIpSTQZr by @mj_isaac" --http://twitter.com/gadgetlab/status/141255101691076608
Google plus let's you know its flaws
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "TechCrunch: New Google+ Ad Shows Off The Social Network's Biggest Problem http://t.co/8iFzaffp by @sarahintampa" --http://twitter.com/TechCrunch/status/141272300237496322
Out of date computer lessons, schooling for nothing
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "guardiantech: Computer lessons are out of date, admits government http://t.co/bF6TImhS" --http://twitter.com/guardiantech/status/141220365337772032
Apple paying off bestbuy
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "TechCrunch: Best Buy's Latest TV Ad Reminds Everyone That They Sell Apple Products http://t.co/RBjjdnot by @mjburnsy" --http://twitter.com/TechCrunch/status/141221601189437440
Startups are going after games now
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "TechCrunch: LaunchNow Turns Building Startups Into A Game http://t.co/JZybipk3 by @sarahintampa" --http://twitter.com/TechCrunch/status/141221896602656769
Panasonic to start selling Android?!
Nelson Burrell (@Nelson_Burrell has shared a Tweet with you: "TechCrunch: Panasonic To Start Selling Android Phones In Europe (And Possibly The US) http://t.co/zdBtijpb by @serkantoto" --http://twitter.com/TechCrunch/status/141094785258766336
App rush
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "guardiantech: Apps Rush: X is for X-Ray, Traffic Panic 3D, Route 66, Next Bus UK, The Amazing Spider-Man and more http://t.co/RVyhbsXg" --http://twitter.com/guardiantech/status/141096463836000256
Monday, November 21, 2011
Monday, November 14, 2011
Thursday, November 10, 2011
Wednesday, November 9, 2011
Sorry apple, we still don't like you
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "TechCrunch: Lion Install Numbers Nothing To Roar About http://t.co/5SrYhice" --http://twitter.com/TechCrunch/status/134401662126260225
Tuesday, November 8, 2011
Monday, November 7, 2011
Sunday, November 6, 2011
Saturday, November 5, 2011
Friday, November 4, 2011
Thursday, November 3, 2011
Monday, October 31, 2011
New google reader!
Nelson Burrell (@Nelson_Burrell) has shared a Tweet with you: "TechCrunch: And Here It Is: The New Google Reader Revealed http://t.co/bmRZv9lD by @sarahintampa" --http://twitter.com/TechCrunch/status/131117974072459265
Sunday, October 30, 2011
Tech crunch Beijing hackathon
Nelson Burrell (@Nelson_Burrell)
has shared a Tweet with you: "TechCrunch: We Came, We Saw, We Hacked #TCDisruptBJ http://t.co/AwOFf8CU by @alexia" --http://twitter.com/TechCrunch/status/130586390751752192
Saturday, October 29, 2011
Chapter 3 Working with People in a Technical World
A+ Guide to Managing and Maintaining your PC,
• Learn about some job roles and responsibilities of those who sell, fix or support personal computers
• Learn what customers want and expect beyond your technical abilities
• Learn how to interact with customers when selling, servicing, and supporting personal computers.
Job Roles and Responsibilities
• PC support technician
- Work on-site and closely interacts with users
- Responsible for ongoing PC maintenance
• PC service technician
- Pays service calls to customers
• Technical retail associate
- Responsible for selling computers
• Bench technician
- Works in a lab environment
• Help-desk technician
- Provides telephone or online support
Certifications and Professional Organizations
• Benefits of certification and advanced degrees
- Proof of competence and achievement
- Enhanced job opportunities
- A higher level of customer confidence
- Qualification for other training or degrees
• A+ Certification
- Pass the A+ 220-701 exam
- Covers hardware, operating systems, security, soft skills
- Validates entry-level skills
- Pass the A+ 220-7-2 Exam
• A+ Certification industry recognition
• Other vendor specific certification programs
- Microsoft, Novell, Cisco product certifications
• Ongoing education
- Requires staying ahead of new technology
Record-Keeping and Information Tools
• Working for a service organization
- Tools for the job provided
- Printed forms, online record keeping, procedures, manuals
• Software provided
- Programs supporting remote control of customers’ PCs
- Control-F1 by Blueloop: http://www.blueloop.net/
- Windows XP/Vista Remote Assistance
• Other resources, records, information tools
- Specific software or hardware supported
- Copy of user documentation
- More technical software or hardware documentation
- Online help targeted to field/help-desk technicians
- Expert systems to analyze and solve problems
- Call tracking systems (electronic or paper-based)
- * Ticket entered into the call-tracking system
- * Ticket stays open until issue resolved
What customers want: Beyond Technical Know-How
• Two types of customers
- Internal: an associate within the company
- External: an individual outside the company
• Traits of an exemplary PC technician
- Positive and helpful attitude
- Listening without interrupting your customer
- Proper and polite language
- Sensitivity to cultural & Handicap differences
- Taking ownership of the problem
- Dependability
- Credibility
- Integrity and honesty
- Know the law with respect to your work
- Looking and behaving professionally
Planning For Good Service
• Customers want good service
• Servicing customers on the phone, online, on site, or in a shop
- Requires good plan from the beginning to end
Initial Contact with a Customer
• Scenarios
- Retail setting
- Travel to the customer’s site
- Customer call on the phone
- Customer reaches technician via chat or e-mail
• Always follow employer specific guidelines
• General guidelines to begin a phone call professionally
- Identify yourself and your organization
- Ask for and write down the name and phone number of the caller
- Follow company policies to obtain other specific information
- Be familiar with company customer service policies
- Open up the conversation for the caller to describe the problem
Interview the Customer
• Troubleshooting
- Begin by interviewing the user
- * Ask questions, Take notes, and keep asking questions until problem thoroughly understood
- Have customer reproduce problem
- * Carefully note each step taken and the results
• Questions to determine problem and its root cause
- Can you please describe the problem?
- When did the problem start?
- What was the situation when the problem occurred?
Set and Meet Customer Expectations
• Creates expectation of certainty with customers
- Do not leave them hanging
- They should know what will happen next
• Setting expectations
- Establish timeline with your customer for project completion
- Provide customer opportunity to make decisions
Working with a Customer on Site
• Avoiding distractions
- No personal cell phone calls
- Keep work calls to a minimum
- Be unobtrusive
- Consider yourself a guest
- Protect customer’s confidential materials
• Follow general guidelines when working at user’s desk
• Technician may consider themselves a support to the user
Working with a Customer on the Phone
• Phone Support
- Requires more interaction with customers than any other PC support type
• Phone support skills
- Visualize what customer sees at the PC
- Excellent communication skills, good phone manners, patience
- Drawing diagrams, taking notes when speaking with the user
• Practice good phone manners
Dealing with Difficult Customers
• Tips for when customer is not knowledgeable
- Be specific with instructions
- Do not ask customer to do something that might destroy settings or files without backup
- Frequently ask the customer what is displayed
- Follow along at your own PC
- Give customer opportunity to ask questions
- Compliment customer
- * To help build customer confidence
- If customer cannot help
- * Tactfully request for user with more experience
• Tips for when customer is overly confident
- Compliment the customer’s knowledge, experience, insight when possible
- Slow the conversation down
- Do not back off from using problem-solving skills
- Be careful not to accuse customer of making a mistake
- Stick to policy of not using jagon (Technical Slang)
- * Unless certain user understands
• Suggestions for when customer complains
- Be an active listener
- * Let customers know they are not being ignored
- Give customer time to vent
- * Apologize when possible
- Do not be defensive
- Know how to handle verbal abuse
- Let customer complain about another company’s product
- If the complaint against you or your product
- * Identify and report underlying problem
The Customer Decides When the Work Is Done
• Remote support
- Customer ends call or chat session
• On-site work
- Technician performs several steps
- * Reboot system if necessary
- * Verify equipment working
- * restore backed up Data
- * Review service call with customer
- * Explain preventive maintenance
Sometimes you must escalate a problem
• Escalate problem only after all options have been exhausted
• Know your company’s policy on how to escalate the problem
Working with Coworkers
• Learn not to be offended
• Practice good organizational skills
• Know your limitations
- Be willing to admit when you cannot do something
• Learn how to handle conflict at work
• Learn about some job roles and responsibilities of those who sell, fix or support personal computers
• Learn what customers want and expect beyond your technical abilities
• Learn how to interact with customers when selling, servicing, and supporting personal computers.
Job Roles and Responsibilities
• PC support technician
- Work on-site and closely interacts with users
- Responsible for ongoing PC maintenance
• PC service technician
- Pays service calls to customers
• Technical retail associate
- Responsible for selling computers
• Bench technician
- Works in a lab environment
• Help-desk technician
- Provides telephone or online support
Certifications and Professional Organizations
• Benefits of certification and advanced degrees
- Proof of competence and achievement
- Enhanced job opportunities
- A higher level of customer confidence
- Qualification for other training or degrees
• A+ Certification
- Pass the A+ 220-701 exam
- Covers hardware, operating systems, security, soft skills
- Validates entry-level skills
- Pass the A+ 220-7-2 Exam
• A+ Certification industry recognition
• Other vendor specific certification programs
- Microsoft, Novell, Cisco product certifications
• Ongoing education
- Requires staying ahead of new technology
Record-Keeping and Information Tools
• Working for a service organization
- Tools for the job provided
- Printed forms, online record keeping, procedures, manuals
• Software provided
- Programs supporting remote control of customers’ PCs
- Control-F1 by Blueloop: http://www.blueloop.net/
- Windows XP/Vista Remote Assistance
• Other resources, records, information tools
- Specific software or hardware supported
- Copy of user documentation
- More technical software or hardware documentation
- Online help targeted to field/help-desk technicians
- Expert systems to analyze and solve problems
- Call tracking systems (electronic or paper-based)
- * Ticket entered into the call-tracking system
- * Ticket stays open until issue resolved
What customers want: Beyond Technical Know-How
• Two types of customers
- Internal: an associate within the company
- External: an individual outside the company
• Traits of an exemplary PC technician
- Positive and helpful attitude
- Listening without interrupting your customer
- Proper and polite language
- Sensitivity to cultural & Handicap differences
- Taking ownership of the problem
- Dependability
- Credibility
- Integrity and honesty
- Know the law with respect to your work
- Looking and behaving professionally
Planning For Good Service
• Customers want good service
• Servicing customers on the phone, online, on site, or in a shop
- Requires good plan from the beginning to end
Initial Contact with a Customer
• Scenarios
- Retail setting
- Travel to the customer’s site
- Customer call on the phone
- Customer reaches technician via chat or e-mail
• Always follow employer specific guidelines
• General guidelines to begin a phone call professionally
- Identify yourself and your organization
- Ask for and write down the name and phone number of the caller
- Follow company policies to obtain other specific information
- Be familiar with company customer service policies
- Open up the conversation for the caller to describe the problem
Interview the Customer
• Troubleshooting
- Begin by interviewing the user
- * Ask questions, Take notes, and keep asking questions until problem thoroughly understood
- Have customer reproduce problem
- * Carefully note each step taken and the results
• Questions to determine problem and its root cause
- Can you please describe the problem?
- When did the problem start?
- What was the situation when the problem occurred?
Set and Meet Customer Expectations
• Creates expectation of certainty with customers
- Do not leave them hanging
- They should know what will happen next
• Setting expectations
- Establish timeline with your customer for project completion
- Provide customer opportunity to make decisions
Working with a Customer on Site
• Avoiding distractions
- No personal cell phone calls
- Keep work calls to a minimum
- Be unobtrusive
- Consider yourself a guest
- Protect customer’s confidential materials
• Follow general guidelines when working at user’s desk
• Technician may consider themselves a support to the user
Working with a Customer on the Phone
• Phone Support
- Requires more interaction with customers than any other PC support type
• Phone support skills
- Visualize what customer sees at the PC
- Excellent communication skills, good phone manners, patience
- Drawing diagrams, taking notes when speaking with the user
• Practice good phone manners
Dealing with Difficult Customers
• Tips for when customer is not knowledgeable
- Be specific with instructions
- Do not ask customer to do something that might destroy settings or files without backup
- Frequently ask the customer what is displayed
- Follow along at your own PC
- Give customer opportunity to ask questions
- Compliment customer
- * To help build customer confidence
- If customer cannot help
- * Tactfully request for user with more experience
• Tips for when customer is overly confident
- Compliment the customer’s knowledge, experience, insight when possible
- Slow the conversation down
- Do not back off from using problem-solving skills
- Be careful not to accuse customer of making a mistake
- Stick to policy of not using jagon (Technical Slang)
- * Unless certain user understands
• Suggestions for when customer complains
- Be an active listener
- * Let customers know they are not being ignored
- Give customer time to vent
- * Apologize when possible
- Do not be defensive
- Know how to handle verbal abuse
- Let customer complain about another company’s product
- If the complaint against you or your product
- * Identify and report underlying problem
The Customer Decides When the Work Is Done
• Remote support
- Customer ends call or chat session
• On-site work
- Technician performs several steps
- * Reboot system if necessary
- * Verify equipment working
- * restore backed up Data
- * Review service call with customer
- * Explain preventive maintenance
Sometimes you must escalate a problem
• Escalate problem only after all options have been exhausted
• Know your company’s policy on how to escalate the problem
Working with Coworkers
• Learn not to be offended
• Practice good organizational skills
• Know your limitations
- Be willing to admit when you cannot do something
• Learn how to handle conflict at work
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