CompTIA A+ Core Certification: Operational Procedures - Communication Techniques and Professionalism

220-1102: Objective 4.7: Given a scenario, use proper communication techniques and professionalism.
Of all the technical skills PC support technicians should have in their toolkit, strong communication skills are among the most enduring and vital. No matter what version of software or generation of hardware is in use, effective written and oral communication is needed to identify and document issues and to train users in how to function in their technical environment. Employers consistently rank communication as the most desirable “soft skill” (as opposed to hard technical skill) they look for when hiring new employees. This section highlights aspects of communication and professionalism expected of a PC support technician.

Professional Appearance and Attire
IT support technicians project the image of their organization when they are called upon to support a client, whether that client is a customer or a fellow employee. Every organization has its own culture, and expectations of appearance (beards, hair, tattoos, and so on) can vary quite a bit. It is important to be aware of this even more when visiting clients outside the organization.
Attire, or clothing choice, is also part of an organization’s culture. The main point to keep in mind with clothing choice is that it reflects respect for the environment you will be working in more than it involves personal comfort or fashion statements.
Some employers opt to give technicians some sort of uniform so that they can be easily recognized.

Other companies simply offer guidelines, such as the following:
- Formal: This means dress slacks, dress shirt, and a tie. This attire is most often required when supporting institutions that have the same expectations for all employees, such as government or financial institutions.
- Business casual: This term is a bit less defined and varies by region. It most often means corduroy or khaki-type pants (not blue jeans), or perhaps clean and untorn jeans with a collared shirt. The employer should set these expectations early in the hiring process, but if they are unclear, techs should err on the safe side: Dressing up is always better than dressing down when working with others.

Use Proper Language and Avoid Jargon, Acronyms, and Slang When Applicable
Using proper language is one way to instill confidence in the people you are trying to help. Proper language is whatever is customary and professional in your work environment. Cursing and swearing are never considered acceptable, even if some people at work speak this way. Speak clearly and in a simple, concise, and respectful manner.
Use proper English and avoid slang. Also avoid computer jargon and acronyms, such as WPA3 or TCP/IP, that might confuse the customer.

Maintain a Positive Attitude/Project Confidence
Customers watch technicians while they work on their problems, and they can lose confidence when the tech sounds or looks worried. Similarly, a bad service tech projects arrogance by rejecting or brushing aside questions and comments; a good one maintains an attitude that the problem will be solved. A customer is reassured when a technician is confident that the right tools and resources will solve the problem.

Actively Listen, Take Notes, and Avoid Interrupting the Customer
The key to getting information from a customer is active listening, a conversational skill that includes making eye contact, taking notes, and encouraging open-ended answers without interrupting. Listen carefully to what someone has to say about a problem he or she is experiencing. What the person says might provide clues about the reason for the problem. Even when a customer admits to being a nontechnical person or even a technophobe, listen carefully.

Be Culturally Sensitive
Nations, organizations, and departments all have cultures—ways of communicating, rituals to follow, and definitions of good manners. Cultural sensitivity helps prevent barriers to good communications. Be sure to use the appropriate honorific titles (Mr., Ms., Mrs., and so on), pick up on visual and verbal cues, and use professional titles when applicable (doctor, professor, and so on). When a person has an accent and is hard to understand, concentrate and ask the person to repeat anything that you do not understand.

Be on Time
Punctuality is probably the most important ingredient in customer relationships. If you have to be late, contact the customer. Also consider contacting your supervisor, depending on how late you are. Clients always highly value reliability.

Avoid Distractions
Don’t let your cellphone, an event on TV, or the view out the corner office window get between you and a solution. Avoid distractions and interruptions when talking with customers. Stay focused on what your customer is telling you, and the solution will be easier to find. Don’t talk with other coworkers while interacting with customers. Don’t use social media sites or use text messaging for non-work-related issues; when you send a text to ask for help, make sure your customer knows why you are sending a text. Avoid personal interruptions except in an emergency. Respect the customer’s time, and save personal calls for breaks or when the job is finished. Customers usually pay by the hour, and they deserve every minute of your attention.

Dealing with Difficult Customers or Situations
Solving technology problems is difficult, and customers can make it harder. These tips should help mitigate a difficult situation:
- No matter how tough the problem (or the customer) is, avoid arguing with customers or getting defensive: The job is to solve the customer’s problem, and doing that well sometimes takes a lot of patience.
- Do not minimize or dismiss customers’ problems: Problems that seem simple to a technician can be very difficult for a customer. Keep in mind that every person with a broken PC might be losing valuable personal or business data; they might even lose enough data to wipe out a business.
- No matter how incorrect their actions are or how poor their judgment is, avoid being judgmental of your customers: Again, focus on the problem and look for a solution. Forming opinions based on your personal feelings usually has a bad outcome.
- Clarify customer statements: Ask the customer open-ended questions to further identify the issue and narrow the scope of the problem. Clarify by repeating the problem back to the customer. Restate the issue to verify everyone’s understanding of the problem.
- Do not disclose experiences on social media: A customer relationship is to be valued. Gossiping on social media tells the customer that you do not value customer privacy.

Set and Meet Expectations/Timeline and Communicate Status with the Customer
Many of the communication skills discussed in this section come together in the process of setting and meeting customer expectations. Expectations and communication can be strengthened in many ways, including the following:
- Coming in the door with a smile and getting right to work on determining the problem sets the tone for the customer’s experience. Clearly state the problem, the plan is to fix it, how long it will take, and, if known, any extra costs. Clients always appreciate minimal surprises.
- Create a timeline of the steps and when you expect to meet them. Communicate the status with the customer often.
- If applicable, offer different repair/replacement options and allow the customer to select the one that works best in the situation.
- Provide and organize proper documentation of any services and products that are offered. When the job is complete, document the problem, process, and solution.
- Follow up with the customer at a later date to verify continued satisfaction.

Dealing Appropriately with Customers’ Confidential and Private Materials
Whether working in the customer’s office or at a workbench, remember that the customer’s computer information, printouts, and other information is the customer’s, and such data needs to be kept private. In many cases, this is not just good practice, but the law.
 

Asking a customer to move confidential materials such as bank statements, accounting information, legal documents, and other private company information to another area protects you from any suspicion later. Private materials that personally belong to the customer should also be moved out of the way.