Jerry is working at the desk of a client in the marketing department of his company. The client thinks that the problem is the v
ideo card, because he has a computer at home with the same problem. The client explains to Jerry that when he fixed the problem, he had to reseat the video card. What should Jerry do when dealing with the client?
a. Use computer jargon when talking with the client
b. Explain that you are certified and don't need his help
c. Ask the client to backtrack and see what things he tried in order to fix the computer
d. Complement the client on his knowledge
e. Check the simple things first to make sure you do not miss anything
E. Check the simple things first to make sure you do not miss anything
Explanation:
This first step is called troubleshooting. As a certified operator, you need to check the simple things first to make sure you don't overlook something in your diagnosis.
The client is fairly certain the problem is from the video card, so after checking the simple things first (troubleshooting) and see no problems, then you can check the video card of the computer.
The reason it is advisable to troubleshoot on the simple things is to make sure you don't overlook something and also that your mind isn't totally fixed on one particular thing which is the video card in this situation.
