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A+, Network+, Security+ Exams in a Nutshell by Pawan K. Bhardwaj

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Communications and Professionalism

This section is not covered in Exam 620–604.

Communication and professionalism are major components of customer support. A customer support or helpdesk technician should not only be skilled technically but also be a good communicator and well behaved. This is particularly true when the customer support technicians are visiting onsite customer locations for service calls. In this section, we will explain different aspects of communication and professionalism as related to computer customer support.

Communication Skills

Effective communication skills are required for every computer support technician. It does not matter whether you are working as an in-house helpdesk technician for an organization, or whether you have to travel to a customer’s place for service and support calls. These include maintaining customer privacy and confidentiality, effective talking and listening skills, and asking the right questions to understand and resolve the problem. At the same time, you will try not to use technical jargon to unnecessarily impress the customer and will refrain from being judgmental. This section explains the essentials of communication skills.

Privacy and confidentiality

Due to increasing competition in almost every field today, organizations needs to ensure that its confidential data is not stolen or misused, client confidentiality is maintained, and the support technician completes his work to maintain the mutual trust.

Customer privacy, as related ...

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