Question: What are the three most important ethical issues professionals in the computer industry regularly face?

Question: Why is an understanding of good customer service important for a technician who doesn't work directly with customers?

Question: How can you improve your listening skills when working with customers?

Question: A customer is angry and tells you he will never buy another product from your company again. How would you respond?

Question: When working at a retail store that also fixes computers, what five pieces of information should you request when a customer first brings a computer to your counter?

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Question: Why is it not a good idea to tell a customer about the time you were able to solve the computer problem of a very important person?

Question: A customer is angry and tells you he will never buy another product from your company again. How would you respond?

Question: List three things you should not do while at a customer's site:

Question: When is it acceptable to ask a customer to refrain from venting about a problem?

Question: When is it appropriate to answer a cell phone call while working with a customer?

Question: When is it appropriate to install pirated software on a computer?

Question: After you design and write your help-desk produres to solve problems, what should you do next?

Question: How should you write your procedures based on your users' technical experience?

Question: Why do you need to consider what the network and computer configuration are when creating your procedures?

Question: What has been your experience when calling a help desk? How well did the technician walk you through the process of solving your problem?

Question: What are the steps to view the properties of a device using Device Manager?

Question: What tab in the properties dialog box do you use to update a driver?

Question: Besides typing the path, what other option can you use to specify a driver's location?

Question: When you need to boot from the optical drive or a USB flash drive, what must you do to prevent the computer from booting from Windows on the hard drive?

Question: What is a clean room, and how is it used by data recovery services?

Question: What are three methods of restoring data you learned about in this lab?