Proper Communication & Professionalism | CompTIA A+ 220-1002 | 4.7

In this video you will learn about proper communication techniques & professionalism while working within the I.T. environment.

Use Proper Language

It shouldn’t have to be stated, but the use of proper language is speaking in a manner that is professional to your work environment. This means avoiding cursing or swearing, especially in the presence of customers and clients. Also avoid using computer jargon and acronyms if possible so as to not confuse customers who might not be hip to the lingo.

Maintain a Positive Attitude/Project Confidence

As a computer technician, your job is to solve computer problems for people who do not know how to solve these problems or are restricted from solving these problems on their own. While you are out there solving computer-related problems, always maintain a positive attitude & project confidence that you will solve the problem, even if you have no idea what you are doing.

Actively Listen to the Customer

When dealing with a customer, always actively listen to what the customer has to say. Make eye contact, take notes, & encourage open-ended answers without interruptions. What the person says might provide clues about the reason for the problem.

Be Culturally Sensitive

Always be mindful about cultural sensitivity in order to maintain good lines of communication. Use appropriate titles when addressing people such as Mr. Ms., Mrs., Dr., etc. When a person has an accent and is hard to understand, concentrate and ask the person to repeat anything that you didn’t understand.

Be On Time

There’s a saying that goes, if you’re early…you are on time, if you’re on time…you’re late, if you’re late…don’t even bother showing up. Punctuality is probably the most important ingredient in customer relationships. If you have to be late, contact the customer. Reliability is always highly valued by clients.

Avoid Distractions

Always remained focused on the task at hand when solving a problem for a customer and do not let your cell phone, the TV, social media, coworkers or some other event that is not related to the task at hand distract you, unless the distraction turns out to be a legit emergency. Respect the customer’s time until the job is finished.

Dealing with Difficult Customers or Situations

Tips to help you deal with difficult customers or situations are:

  • Avoid arguing with customers and don’t be defensive:  The job is to solve the customer’s problem, and doing that can sometimes require a lot of patience.
  • Do not minimize customer’s problems:  Problems that seem simple to a technician can be very difficult for a customer.
  • Avoid being judgmental of your customers:  Forming opinions based on your personal feelings can usually produce a bad outcome.
  • Clarify customer statements:  Ask the customer open-ended questions to further identify what the issue is and narrow the scope of the problem.
  • Don’t disclose experiences on social media:  Respect a customer’s privacy by avoiding discussing your interactions with the customer on social media.

Set & Meet Expectations/Timeline and Communicate Status with the Customer

Strengthening expectations & communication can be accomplished by:

  • Offer different repair/replacement options and allow the customer to select the one that works best in the situation, if possible.
  • Providing proper documentation of any services and products that are offered.
  • Follow up with the customer at a later date to verify continued satisfaction.

Dealing Appropriately with Customers’ Confidential & Private Materials

Always respect the privacy of a customer’s data on their computer or mobile device while you have access to the device as you are trying to solve a problem for them. The only time you would break this privacy is you discover something blatantly illegal, such as child pornography. Outside the scope of clearly illegal data, remember that the customer’s computer information, printouts, and other information is the customer’s, and such data needs to be kept private. Also, if a customer has confidential or private materials on their computer, ask the customer move the information to another area that will prevent you from getting access to the material to protect you from any possibly future suspicion later on.