A+ Essentials Tutorial

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 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

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