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IT Essentials 5.0 - The IT Professional

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IT Essentials 5.0 - The IT Professional

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1. Don't's: Putting A Customer On Hold

2. Rules Of Conversation

Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- make Sure Your Desk Layout Works Well.- have Your Headset And Phone In A Position That Is Easy To Reach And Use.- adjust Your Chair To A Comfortable Height.- adjust Your Monitor To A Comfortable Angle.- place Your Keyboard And Mouse In A Comfortable Position.- minimize External Distractions Such As Noise.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

3. Ethical Considerations

- make Sure Your Desk Layout Works Well.- have Your Headset And Phone In A Position That Is Easy To Reach And Use.- adjust Your Chair To A Comfortable Height.- adjust Your Monitor To A Comfortable Angle.- place Your Keyboard And Mouse In A Comfortable Position.- minimize External Distractions Such As Noise.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

4. Workstation Ergonomics

- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- make Sure Your Desk Layout Works Well.- have Your Headset And Phone In A Position That Is Easy To Reach And Use.- adjust Your Chair To A Comfortable Height.- adjust Your Monitor To A Comfortable Angle.- place Your Keyboard And Mouse In A Comfortable Position.- minimize External Distractions Such As Noise.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

5. Level Two Technician Responsibilties

Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersThese Technicians Are Usually More Knowledgeable Than The Level One Technician About Technology Or Has Been Working For The Company For A Longer Period Of Time. When A Problem Cannot Be Resolved Within A Predetermined Amount Of Time - The Level One Technician Prepares An Escalated Work Order. These Technicians Can Also Use Remote Access Software To Connect To The Customer's Computer To Update Drivers And Software - Access The Operating System - Check The Bios - And Gather Other Diagnostic Information To Solve The Problem.

6. Customer Satisfaction

Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers- set And Meet A Reasonable Timeline For The Call Or Appointment And Communicate This To The Customer. - communicate Service Expectations To The Customer As Early As Possible. - communicate The Repair Status With The Customer - Including Explanations For Any Delays. - offer Different Repair Or Replacement Options To The Customer - If Applicable. - give The Customer Proper Documentation On All Services Provided. - follow Up With The Customer At A Later Date To Verify Satisfaction.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

7. Legal Considerations

- it Is Not Permissible To Make Any Changes To System Software Or Hardware Configurations - it Is Not Permissible To Access A Customer's Or Co- worker's Accounts - Private Files - Or Email Messages Without Permission. - it Is Not Permissible To Install - Copy - Or Share Digital Content In Violation Of Copyright And Software Agreements Or The Applicable Law. - it Is Not Permissible To Use A Customer's Company It Resources For Commercial Purposes. - it Is Not Permissible To Make A Customer's It Resources Available To Unauthorized Users.- it Is Not Permissible To Knowingly Use A Customer's Company Resources For Illegal Activities. - it Is Not Permissible To Share Sensitive Customer Information.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer

8. Stress Management

9. Down Calls

Calls That Mean That A Server Is Not Working - And The Entire Office Or Company Is Waiting For The Problem To Be Resolved To Resume Business.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

10. First Response

- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The ComputerTerm Used To Describe The Official Procedures Employed By Those People Who Are Qualified To Collect Evidence. System Administrators - Like Law Enforcement Officers - Are Usually The First Responders At Potential Crime Scenes.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

11. Documentation Procedures

- initial Reason For Accessing The Computer Or Network - time And Date - peripherals That Are Connected To The Computer - all Network Connections - physical Area Where The Computer Is Located - illegal Material That You Have Found - illegal Activity That You Have Witnessed (Or You Suspect Has Occurred) - which Procedures You Have Executed On The Computer Or Network- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

12. How Not To Communicate With A Customer

Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers- do Not Minimize A Customer's Problems. - do Not Use Jargon - Abbreviations - Acronyms - And Slang. - do Not Use A Negative Attitude Or Tone Of Voice. - do Not Argue With Customers Or Becoming Defensive. - do Not Say Culturally Insensitive Remarks. - do Not Be Judgmental Or Insulting Or Call The Customer Names. - avoid Distractions And Do Not Interrupt When Talking With Customers. - do Not Take Personal Calls When Talking With Customers. - do Not Talk To Co-workers About Unrelated Subjects When Talking With The Customer. - avoid Unnecessary Holds And Abrupt Holds. - do Not Transfer A Call Without Explaining The Purpose Of The Transfer And Getting Customer Consent. - do Not Use Negative Remarks About Other Technicians To The Customer.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

13. Computer Forensics

- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The ComputerThe Collection And Analysis Of Data From Computer Systems - Networks - Wireless Communications - And Storage Devices In The Course Of A Criminal Investigation.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

14. Do's: Putting A Customer On Hold

- let The Customer Finish Talking. - explain That You Will Have To Put The Customer On Hold And Why. - ask If It Is All Right To Put The Customer On Hold. - once Given Consent - Say You Will Give Them Just A Minute.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

15. Close-ended Question

- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.A Simple Question That Requires A "Yes" Or "No" Answer.

16. Persistent Data

17. Cyber Law

A Term To Describe The International - Regional - Country - And State Laws That Affect Computer Security Professionals. It Professionals Must Be Aware So That They Understand Their Responsibility And Their Liability As It Relates To Cyber Crimes.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

18. Chain Of Custody

- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersThe Process In Which The Administrator Must Also Be Able To Prove How This Evidence Was Collected - Where It Has Been Physically Stored - And Who Has Had Access To It Between The Time Of Collection And Its Entry Into The Court Proceedings.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

19. Typical Responsibilities / Liabilities In An Sla

- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- response Time Guarantees (Often Based On Type Of Call And Level Of Service Agreement) - equipment And Software That Is Supported - where Service Is Provided - preventive Maintenance - diagnostics - part Availability (Equivalent Parts) - cost And Penalties - time Of Service Availability

20. Rude Customer

- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersA Customer Who Complains During The Call And Often Makes Negative Comments About The Product - The Service - And The Technician. This Type Of Customer Is Sometimes Abusive And Uncooperative And Gets Aggravated Very Easily.Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer

21. Time Management

Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers- make Sure That You Carefully Follow The Business Policy Of Your Company. - if You Have To Call A Customer Back - Make Sure That You Do It As Close To The Callback Time As Possible.- keep A List Of Callback Customers And Check Them Off One At A Time As You Complete These Calls.- when Working With Many Customers - Do Not Give Favorite Customers Faster Or Better Service.

22. Knowledgeable Customer

A Customer Who Wants To Speak With A Technician That Is Equally Experienced In Computers. This Type Of Customer Usually Tries To Control The Call And Does Not Want To Speak With A Level One Technician.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.

23. Examples Of Customer Call Rules

- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To CustomersKnow - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The Computer- maximum Time On Call (Example: 15 Minutes) - maximum Call Time In Queue (Example: 3 Minutes) - number Of Calls Per Day (Example: Minimum Of 30) - passing Calls On To Other Technicians Only When Absolutely Necessary And Not Without That Technician's Permission. - what You Can And Cannot Promise To The Customer - when To Follow The Sla And When To Escalate To Management

24. Volatile Data

25. Inexperience Customer

Know - Call The Customer By Name Relate - Use Brief Communication To Create A One-on-one Conversation Understand - Determine What Your Customer Knows About The ComputerA Customer Who Has Difficulty Describing The Problem. These Customers Are Usually Not Able To Follow Directions Correctly And Not Able To Communicate The Errors That They Encounter.- interrupt. - abruptly Put The Customer On Hold. - put On Hold Without An Explanation Or Customer's Consent.- respect Customers And Their Property Including Their Equipment And Data: - emails. - phone Lists. - records Or Data On The Computer. - copies Of Files - Information - Or Data Left On Desk. - obtain Customer's Permission Before Accessing Their Account. - do Not Divulge Customer Information - do Not Send Unsolicited Messages Or Mass Emails To Customers

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25 Questions

❤ If you liked Fatskills, consider supporting us by checking out The Life Manuals You Never Got.

About | Explore | User Guide | Topics | Subjects | Doubt Solver | Career Aptitude Test | Answers | Free Tools | OSHA Basics Quiz | What Should We Know? Privacy | Terms |

Without work one finishes nothing. - Ralph Waldo Emerson© 2026 Fatskills.com

All trademarks, logos and brand names are the property of their respective owners. All company, product and service names used in this website are for identification purposes only. Use of these names, trademarks and brands does not imply endorsement.

About | Explore | User Guide | Topics | Subjects | Doubt Solver | Career Aptitude Test | Answers | Free Tools | OSHA Basics Quiz | What Should We Know?
Privacy | Terms |

Without work one finishes nothing. - Ralph Waldo Emerson
© 2026 Fatskills.com