 |
|
 |
|
 |
|||
| IT Certification Practice Exams | HOME | Cisco | CompTIA | CheckPoint | CIW | Microsoft | Books | Bootcamp | Buy Now! |
|
||||||||||
8.1 Use good communication skills including listening and tact / discretion, when communicating with customers and colleagues
Use clear, concise and direct statements
Allow the customer to complete statements – avoid interrupting
Clarify customer statements – ask pertinent questions
Avoid using jargon, abbreviations and acronyms
Listen to customers
8.2 Use job-related professional behavior including notation of privacy, confidentiality and respect for the customer and customers’ property
Behavior
Maintain a positive attitude and tone of voice
Avoid arguing with customers and / or becoming defensive
Do not minimize customers’ problems
Avoid being judgmental and / or insulting or calling the customer names
Avoid distractions and / or interruptions when talking with customers
Property
Telephone, laptop, desktop computer, printer, monitor, etc.
Download practice tests: A+ Essentials 220-601, A+ IT Technician 220-602, A+ Remote Support Technician 220-603, A+ Depot Technician 220-604
Copyright © 2000-2007 SimulationExams.com practice tests and certification training