Index
Symbols
3-30-3 rule, 241
The 7 Habits of Highly Effective People (Covey), 101
10 Things Happy People Do Differently (Davis-Laack), 93
18-minute rule (presentations), 316
A
abandon rates, 364
abandoned calls, 363
absolutes, avoiding, 232
abusive customers, handling, 69
AC (alternating current), 123
accelerometers, 145
acceptable usage policies (AUPs), 313
accepting risks, 175
accidental threats, 180
accommodation, 324
account lockout policies, 22
ACLs (access control lists), 138
ACMA (Apple Certified Media Administrator), 106
acronyms (text-only communication), 65
ACTC (Apple Certified Technical Coordinator), 106
active listening, 53
defined, 52
LISTEN strategy, 54
responding to show understanding, 53-54
acute stress, ...
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