1. A+ Guide to Hardware: Managing, Maintaining, and Troubleshooting, Sixth Edition Chapter 9, Part 10 Satisfying Customer Needs

2. © Cengage Learning 2014 Do the Paperwork Keep good records A+ Guide to Managing & Maintaining Your PC, 8th Edition 2

3. © Cengage Learning 2014 The Job Isn’t Finished Until the Paperwork Is Done A+ Guide to Managing & Maintaining Your PC, 8th Edition 3

4. © Cengage Learning 2014 The Job Isn’t Finished Until the Paperwork Is Done Include in documentation sufficient details broken down by: o Cost of individual parts o Hours worked o Cost per hour A+ Guide to Managing & Maintaining Your PC, 8th Edition 4

5. © Cengage Learning 2014 The Job Isn’t Finished Until the Paperwork Is Done Make detailed notes so that you can use them later when solving similar problems o Record initial symptoms of the problem, the source of the problem, how you discovered the source, and how the problem was solved A+ Guide to Managing & Maintaining Your PC, 8th Edition 5

6. © Cengage Learning 2014 Prohibited Content A+ Guide to Managing & Maintaining Your PC, 8th Edition 6

7. © Cengage Learning 2014 Dealing With Prohibited Content and Activity Many organizations have a code of conduct that applies to employees and/or customers Part of a technician’s job might include keeping track of software licensing to ensure that a company is not using pirated software o Must ensure that unauthorized copies of original software are not being produced (software piracy) When you start a new job, find out how to deal with prohibited content or activity A+ Guide to Managing & Maintaining Your PC, 8th Edition 7

8. © Cengage Learning 2014 Dealing With Prohibited Content and Activity Things you need to know: o Go through the proper channels when you suspect an infringement of the law o What data or device should you preserve as evidence for what you believe has happened? o What documentation are you expected to submit and to whom is it submitted? Proper documentation surrounding the evidence of a crime is crucial to a criminal investigation A+ Guide to Managing & Maintaining Your PC, 8th Edition 8