EQ
Answer #2 The best way for a computer technician to provide service to a small business is to elicit answers.
1. The job of a computer technician is to obviously fix a computer so in order to do that, he must let the customer explain the situation and their experience without any interruptions. Interrupting the person you are trying to help will only slow down the process.
2. After hearing about the situation from the person you are assisting, you must ask appropriate questions where they help you understand the situation better and to clear up any confusion that came from their explanation and without accusing them because they are already, most likely, defensive about it.
3. Ask follow up questions that would help you find the source of the problem. Questions like "What did you do?" need to be avoided because it sounds as if you are accusing the person and holding them responsible for the malfunctioning computer. Instead ask open-ended questions such as "Has it ever acted like this?" "What programs were you running at the time it began to malfunction?"
The research source (s) to support your details and answer:
CompTIA A+ Certification All-in-One Exam Guide, 8th Ed.(Exams 220-801 & 220-802)
Eliciting answers the proper way, asking non-accusatory questions, open ended questions, and letting them answer without any interruptions, will help to providing service to a small business.
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