Computer Support/Procedures/Communication
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This lesson covers communication procedures.
Objectives and Skills
[edit | edit source]Objectives and skills for the communication procedures portion of A+ certification include:[1]
- Demonstrate proper communication techniques and professionalism.
- Use proper language – avoid jargon, acronyms, slang when applicable
- Maintain a positive attitude / Project confidence
- Actively listen (taking notes) and avoid interrupting the customer
- Be culturally sensitive
- Use appropriate professional titles, when applicable
- Be on time (if late contact the customer)
- Avoid distractions
- Personal calls
- Texting / Social media sites
- Talking to co-workers while interacting with customers
- Personal interruptions
- Dealing with difficult customer or situation
- Do not argue with customers and/or be defensive
- Avoid dismissing customer problems
- Avoid being judgmental
- Clarify customer statements (ask open ended questions to narrow the scope of the problem, restate the issue or question to verify understanding)
- Do not disclose experiences via social media outlets
- Set and meet expectations/timeline and communicate status with the customer
- Offer different repair/replacement options if applicable
- Provide proper documentation on the services provided
- Follow up with customer/user at a later date to verify satisfaction
- Deal appropriately with customers confidential and private materials
- Located on a computer, desktop, printer, etc
Readings
[edit | edit source]Multimedia
[edit | edit source]- YouTube: Communication - CompTIA A+ 220-902 - 5.4
- YouTube: Professionalism - CompTIA A+ 220-902 - 5.4