Computer Support/Procedures/Communication

This lesson covers communication procedures.

Objectives and Skills
Objectives and skills for the communication procedures portion of A+ certification include:
 * 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

 * 1) IT Service and Support - Communication Skills

Multimedia

 * 1) YouTube: Communication - CompTIA A+ 220-902 - 5.4
 * 2) YouTube: Professionalism - CompTIA A+ 220-902 - 5.4