Computer Support/Procedures/Communication

This lesson covers communication procedures.

Objectives and Skills

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