There will come a time when you will face satisfied customers, confused customers but above all, angry customers. This is an article written out of experience for technicians who either have trouble with, or will be facing these customers. This article is about how to handle customers, not how to handle PC problems.
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ITIL means Information Technology Infrastructure Library and although the British government created it, it is rapidly being adopted all over the world as the best practices for IT service. The ITIL are a set of guidelines set up by IT-ers to improve the IT-infrastructure.
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