Term
| The most significant certifying organization for PC technicians is the ____. |
|
Definition
| Computing Technology Industry Association |
|
|
Term
| To improve your attitude, you must do it from your ____. |
|
Definition
|
|
Term
| To provide good service, you need to have a good ____ when servicing customers on the phone or online, on site, or in a shop. |
|
Definition
|
|
Term
| Troubleshooting begins by ____. |
|
Definition
|
|
Term
| When someone initiates a call for help, the technician starts the process by creating a(n) ____. |
|
Definition
|
|
Term
| When you’re working with or talking to a customer, focus on ____. |
|
Definition
|
|
Term
| ____ a problem increases your value in the eyes of your coworkers and boss. |
|
Definition
|
|
Term
| ____ customers are those where you both work for the same company, in which case you might consider the customer your colleague |
|
Definition
|
|
Term
| ____ customers are your customers who come to you or your company for service. |
|
Definition
|
|
Term
| ____ differences happen because we are from different countries and societies or because of physical handicaps. |
|
Definition
|
|
Term
| Windows identifies file types primarily by the ____. |
|
Definition
|
|
Term
| Windows offers two ways to sync files: ____. |
|
Definition
| Briefcase and Offline Files |
|
|
Term
| ____ are small programs stored on the hard drive that tell the computer how to communicate with a specific hardware device such as a printer, network card, or modem. |
|
Definition
|
|
Term
| ____ support requires more interaction with customers than any other type of PC support. |
|
Definition
|
|
Term
| A positive and helpful ____________________ helps establish good customer relationships. |
|
Definition
|
|
Term
| A(n) ____________________ folder is often used to compress files to a smaller size so they can more easily be sent by e-mail. |
|
Definition
|
|
Term
| Hardware and software products generally have more technical ____________________ than just a user manual. |
|
Definition
|
|
Term
| Microsoft did not make a commitment for Windows 2000 to be ____________________-compatible with older software and hardware. |
|
Definition
|
|
Term
| Probably the most significant indication that a PC technician is doing a good job is that customers are consistently ____________________. |
|
Definition
|
|
Term
| A ____ is one or more characters following the last period in a filename, such as .exe, .txt, or .avi. |
|
Definition
|
|
