This lesson covers communication procedures. 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 IT Service and Support - Communication Skills YouTube: Communication - CompTIA A+ 220-902 - 5.4 YouTube: Professionalism - CompTIA A+ 220-902 - 5.4 CompTIA: A+ Certification Exam Objectives - Exam 220-902
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