"Troubleshooting with Patience" Please respond to the following:
- The desktop administrator at a remote satellite office called you to let you know that after she installed a new hard disk in the office manager's computer, the DVD drive stopped working. Since you have your A+ certification, they're depending on you to help them figure it out. You suspect there's a conflict or perhaps she loosened the connector for the DVD drive when she had the system unit open
- Answer the following questions and don't forget to encourage your classmates who have really good ideas.
- Describe how you might deal with her over the phone if she was frustrated and upset. Remember that when you didn't know anything at all, you would get frustrated sitting on hold and then having to walk through a bunch of steps with someone who didn't understand how you really needed to get other things done.
- How will you be different compared to previous negative experiences you've had?
- How will you maintain a patient and understanding presence?
- What are some things you might say to let the people you work with know that you understand and you're there for them -- that you'll wrk with them until the issue is resolved?