Sim-Ex™ Tutorial for A+ Essentials

8.0 Communication and Professionalism

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 customer's property

Behavior

• Maintain a positive attitude and tone of voice
• Avoid arguing with customers and / or becoming defensive
• Do not minimize customer's 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.