Summary

xxiIdentify Common Preventive Maintenance Techniques for Security330Explain How to Update Signature Files for Virus Checkers andSpyware 331Explain How to Install Operating System Service Packs and SecurityPatches 332Troubleshoot Security 333Review the Troubleshooting Process 333Step 1: Gather Data from the Customer 333Step 2: Verify the Obvious Issues 334Step 3: Try Quick Solutions First 334Step 4: Gather Data from the Computer 334Step 5: Evaluate the Problem and Implement the Solution 334Step 6: Close with the Customer 335Identify Common Problems and Solutions 335Summary 337Summary of Exercises 337Check Your Understanding 338Chapter 10 Communication Skills 341Objectives 341Key Terms 341Explain the Relationship Between Communication andTroubleshooting 342Describe Good Communication Skills and Professional Behavior343Determine the Customer’s Computer Problem 344Display Professional Behavior with the Customer 344Focus the Customer on the Problem During the Call 346Talkative Customer 347Rude Customer 347Angry Customer 348Knowledgeable Customer 349Inexperienced Customer 349Use Proper Netiquette 349Implement Workstation Ergonomics and Time- and Stress-Management Techniques 350Workstation Ergonomics 350Time Management 351Stress Management 351