Monthly Archives: February 2013

Computer Virus Prevention

Here are some quick tips on how to avoid viruses in the first place. Of course there is no way of completely protecting yourself from some sort of an attack, you can at least mitigate it.

  • Never open an email from a sender you don’t know, always play it safe, especially when there is an attachment involved.
  • When browsing the web or searching for information make sure to look at the content of the website description on the search engine, if it just uses key words that you typed in move onto another link.
  • Keep your virus software up-to-date, and make sure that it runs on a schedule.  There are many free services for virus protection, only use one since more than one will start to confuse the computer and give you false positives.

If you follow these easy steps you will be able to cut out more than half the attacks that are normally used to compromise a computer.  No operating system is protected by itself alone, more and more viruses are being made for Macs, Linux and of course Windows operating systems.  If you do get infected, make sure you run multiple scans, research about the virus that is found and make sure that if you notice your computer acting slow or acting strange be ready to ask an expert to take care of it, the longer you wait the more infected the computer can become.

Customer Service

Many people take customer service way too lightly. They believe that good customer service is talking to the customer and then giving them a ton of information and fend for themselves. This of course is bad customer service and I will give you an example of both a good customer experience versus a bad customer experience.

Bad Customer Service:
A man walks into a help desk and asks if they could help to configure a Mac laptop to run some applications that the help desk supports. The help desk technician starts by saying “We really don’t support Macs so there’s not much we can really do. Here are some steps in getting your software configured on a Windows computer, good luck trying to do it on that mac”.
The user looks at the tech, looks at his computer for a second, then looks back at the tech… He’s really not sure what the help desk tech thinks he is supposed to do with instructions that are useless to him. Instead the customer storms out of the room and shares the conversation with all of his co-workers and says that the help desk is useless!

Good Customer Service:
Same scenario as before, but instead of saying we don’t support the Mac operating system we tell the user that the help desk tech is less familiar with the Mac laptop but will gladly help in any way possible. He works along side the user to know exactly what he is looking for and finds out that all he wants to access is email from his laptop, the tech gives him a shortcut to Outlook web access right on his safari web browser and has the user login to see if this is what he was looking for. It was exactly what he needed and is all he wants to do with it and therefore is happy. The help desk tech asks the user if he has anything else that he needs assistance with but the user says he is all set. The help desk tech tells the user to have a nice day and please come back if you need any assistance. Then the user leaves with what he needed and shares with his fellow co-workers that the help desk is very knowledgeable and knows what they are doing.

I am sharing these two scenarios to you because the fact is the bad customer service scenario is more than likely what happens, 9 times out of 10 the user gets frustrated and storms off because of the tech not wanting to help or not willing to try.  This is of course not always the case but in many instances it is.  What needs to happen is that we need to be more aware of the problem and try to educate the best way to handle these situations, some of this of course is never going away unfortunately.