After studying this chapter, you will be able to:
✔ Explain the difference between a help desk and a call center.
✔ Describe the three levels of technical support.
✔ Identify desirable communications skills.
✔ Explain how body language influences customer and client perceptions.
✔ Identify the traits that exhibit a professional image.
✔ Identify strategies for dealing with difficult customers and clients.
✔ Explain the importance of performing a follow-up in customer relations.
A+ Exam—Key Points
The Communication and Professionalism domain is new and is part of the
CompTIA A+ 2006 exams: Essential, 220-602 (IT Tech) and 220-603 (Remote
Tech). In these exams, you will most likely encounter questions related
to customer relations, such as communicating clearly with the customer,
listening to the customer, and conveying to the customer a positive attitude.
Key Words and Terms
The following words and terms will become important pieces of your
computer vocabulary. Be sure you can define them.
call center
customer support
depot technician
emoticons
This chapter covers the basic skills necessary to function in a customer-
or client-related environment. Not all computer jobs require you to meet and
work with customers and clients. However, most jobs do require working with
customers and clients on a regular basis. You probably assume you already
know how to deal with people. There are some specific skills required to keep
customers and clients happy that you may not be aware of.
A+
Customer Support,
Communication,
and Professionalism
20
help desk
live support
professionalism
teamwork