Operational Procedures: use proper communication techniques and professionalism. • Professional appearance and att Flashcards
CompTIA A+ 220-1102 Exam Criteria
What displays a good communication and professional standards when interacting to customers or end users?
Use proper language. Avoid jargon, acronyms, and slang.
Maintain a positive attitude.
Listen and do not interrupt the customer.
Be culturally sensitive.
Be on time. If you will be late, contact the customer.
Dress in clean, appropriate clothing.
Avoid distractions. Avoid talking to co-workers while interacting with customers unless it relevant to the customer or an emergency. Keep personal interruptions to a minimum.
Do not disclose your experiences with the customer via social media outlets.
Address customers by their correct professional titles. Omitting the proper title can be seen as greatly disrespectful in many businesses and cultures.
Do not take personal calls or browse social media outlets on your device or a customer’s device.
How can you deal with difficult customers?
Deal appropriately with difficult customers or situations. Avoid arguing with customers. Do not become defensive. Do not minimize the customer’s problems. Avoid being judgmental. Clarify the customer’s statements by asking open-ended questions to narrow the scope of the problem. Restate the issue or question to verify that you understand.
What is the standard after giving a resolution to a customer?
Set and meet expectations/timeline, and communicate status with the customer. Offer different repair options, if applicable. Provide proper documentations on the services provided. Follow up with the customer or user at a later date to verify satisfaction.
Deal appropriately with customer’s confidential materials. Whether the confidential material is located on the computer, desktop, or printer, confidential information should remain confidential. Asking the user to remove or close any confidential material will ensure that you do not inadvertently have access to this data.
How to deal with an aggressive customer?
All of the other options are techniques used to deal with an aggressive customer. Others include:
Let the customer finish without interruption.
Take notes.
Show concern.
Do not argue.
Find points with which you agree.
Empathize with the customer.
Ask the customer if he is willing to hear some additional information.
Add your suggestions.
Develop an action plan.
