“4 Steps to Solving Your Problem” is a clear and concise building-block method to assist in the development of your troubleshooting and problem resolution skills. It doesn’t matter if you are an auto technician or a computer specialist, new to the service industry, a seasoned professional or a do-it-yourselfer, this book provides you with the tools and knowledge you need to troubleshoot and resolve any problem you encounter. The author, Chris Abbott, developed this method throughout his 25 years in the computer industry and quickly discovered his methods were universal and could be utilized in any industry or situation. Throughout this book you will discover the one common method all successful service providers use to resolve any and all problems they face.
表中的内容
TABLE OF CONTENTS
About the Author
Introduction
Chapter 1 - We’ve All Been There
Learn, Identify, Isolate, and Conquer
Do It Now
Chapter 2 Fundamental Relationships
Music Always Helps
Chapter 3 Learn, Learn, Learn
Working Knowledge
Input, Processing, and Output
Systems Made of Systems
Environmental Factors
How is it built?
Installation and Configuration
Chapter 4 Resolution Skills
Chapter 5 People
The Genuine Helper
The Honestly Ignorant
The Helpee Helper
The Know-It-All
The Expert
The Blame Seeker
The Dribbler
Chapter 6 Identify the Situation
Four Out of Five Senses Agree
Chapter 7 Isolate the Problem
Questioning Change
Answer Me This
But what if…?
Chapter 8 Conquer
Unintended Consequences
Inside-Out
Always Think, But Not Too Much
Chapter 9 War Stories
Cloudy Communications
Aaaaand We’re Down
Sometimes You Have to “Vent”
Chapter 10 Tips and Advice
Customers
Tools
Step by Step
Spotting Trends
Observe
Documentation
Working Well With Others
Rules, Not Laws
You Can’t Win Them All
Chapter 11 In Conclusion
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