824 Copyright Goodheart-Willcox Co., Inc. LEARNING OUTCOMES Discuss common organizational models for customer support. Identify best practices for providing documentation to employees and customers. ■List best practices for change management. Recognize important communication skills for the workplace. Identify the key steps related to handling an incident involving prohibited content or activity. Customer Support, Communication, and Professionalism EXAM 220-1002 + 4.0 Operational Procedures 4.1 Compare and contrast best practices associated with types of documentation. 4.2 Given a scenario, implement basic change management best practices. 4.6 Explain the processes for addressing prohibited content/activity, and privacy, licensing, and policy concepts. 4.7 Given a scenario, use proper communication techniques and professionalism. 24 A+ CERTIFICATION EXAM OBJECTIVES Th e following A+ Certifi cation Exam Objectives are covered in this chapter. CHAPTER call center chain of custody customer support depot technician emoticons help desk live support professionalism teamwork KEY TERMS
Previous Page Next Page