This document provides guidance for technicians on dealing with customers, troubleshooting methodology, and completing a job. It outlines eliciting answers from customers with integrity and respect. The troubleshooting methodology involves using a tech toolkit, taking backup, and following steps to analyze, test, and complete an issue. Technicians are advised to evaluate results, call for help if an issue takes too long, clean up their work area, and document the results of their work.

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2. Dealing with Customers
 Eliciting Answers
 Integrity
 Respect
 Assertiveness

3. Troubleshooting
Methodology
 Tech Toolkit
 Backup
 Steps
– Analyze
– Test
– Complete
 Firstly,evaluate the results of your actions.Make certain
the user can accomplish his or her primary tasks
before you consider a job complete
 Secondly, can’t get the computer or peripheral working
in a fairly short period of time call for help
 Third, clean up the work environment
 Finally, document your results