- You will never know everything there is to know about fixing stuff.
- Make sure you are quiet and LISTEN to what the customer has to say before you start asking questions.
- Know when to cry uncle. Take 30 minutes to figure out a problem on your own. If you can not do it by then, call for help (tech support).
- Never stop training. If you do, you will be left behind.
- If you think you know everything about a product, look at rule one.
- Network with other techs. You will soon realize how much help they can be. Share information when it comes to solving problems. It will come back to you 10 fold.
- A smile will work wonders.
- DO NOT treat the customer like an idiot but only tell them what they need to know.
- Never, never, never change the settings for the appearance on an end users system, no matter how much it drives you crazy. It is their system, not yours.
- Keep all your certifications in protective sleeves in a notebook.
- You can refuse service. If you feel that you are being treated badly - pack up. Call your boss after you leave and let them know what happened. Keep a written record.
- Keep your eyes on your task at hand. Some end users will have papers on their desk that are private. That means you have no business looking at it.
- RTFM. Read the 'fine' manual. Almost all service manuals have a section on troubleshooting.
- Some employees believe companies owe them - like five-finger discount parts and copies of software. Behavior like this is not only unethical, it will sooner or later cause a CLM (career limiting maneuver).
- The last thing: RELAX. It's just a job. Have fun.
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Author Unknown
