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Your job as a tech is to get the computer fixed, and the best way to start that process is to determine what the computer is doing or not doing You must start by talking to the customer Allow the customer to explain the problem fully while you record the information Once the person has described the situation, you must then ask questions This process is called eliciting answers Although each person is different, most users with a malfunctioning computer or peripheral will be afraid and often defensive about the problem To overcome this initial attitude, you need to ask the right questions and listen to the customer s answers Then ask the proper follow-up questions Always avoid accusatory questions because they won t help you in the least What did you do generally gets a confused or defensive Nothing in reply, which doesn t get you closer to solving the problem First, ask questions that help clarify the situation Repeat what you think is the problem after you ve listened all the way through the user s story Follow up with fact-seeking questions When did it last work Has it ever worked in this way Has any software changed recently Any new hardware By keeping your questions friendly and factual, you show the user that you won t accuse them or judge their actions You also show them that

All this conceptual talk about the OSI reference model and TCP/IP s layers is nice and all, but how does it come together in practical terms When data works its way through a network, it must be in a format that both sender and receiver can understand TCP/IP accommodates this communication with its Internet layer This layer maps directly to the OSI model s network layer and is based on a fixed-message format called the IP datagram Think of a datagram as a basket that holds all the parts of your message For instance, when you download a Web page to your browser, what you finally see was delivered piece by piece inside datagrams

you re there to help them After the initial tension drops away, you ll often get more information, for instance, a recitation of something the user might have tried or changed These clues can help lead to a quick resolution of the problem It s important to remember that you may know all about computer technology, but the user probably does not This means they will often use vague and/or incorrect terms to describe a particular computer component or function That s just the way it works, so don t bother to correct the user Wherever possible, avoid using jargon, acronyms, or abbreviations specific to computers They simply confuse the already upset user Just ask direct, factual questions in a friendly tone using simple, non-jargon language to zero in on what the user was trying to accomplish and what happened when things went wrong Point at the machine or go to a working PC to have the user show what went wrong or what he or she did or tried to do Although you don t want to overwhelm them, people do usually want to get a handle on what you are doing although in a simplified way Don t be afraid to use simple analogies or concepts to give them an idea of what is happening If you have the time (and the skills), use drawings, equipment, and other visual aids to make technical concepts more clear If a customer is a closet tech and is really digging for answers to the point that it s affecting your ability to do your job compliment their initiative and then direct them to outside training opportunities Better yet, tell them where they can get a copy of this book!

The WCF Service Library starts with two files with default names of IService1cs (IService1vb for VB) and Service1cs (Service1vb for VB), which contain an interface and a class that implements that interface If you need to brush up on interfaces, review 4 because an interface is an integral part of WCF development