220-1102 Operational Procedures Study Guide for the CompTIA A+ Core Series Exam

Communication and Professionalism

IT technicians have to communicate effectively with many different audiences. Those working in IT should be aware of the following concepts in order to use proper communication techniques and professionalism. Questions in this section will be scenario based.

Professional Appearance and Attire

As an IT technician, you will be judged based on your appearance and attire. You should dress in accordance with company policy as well as how you wish to be perceived. You want to instill immediate confidence and respect in those you interact with, which begins with your personal appearance.

Attire in the Given Environment

The attire you wear should reflect the environment in which you are working. Overdressing or underdressing will affect the way you are perceived by the client.

Formal

Formal, also known as business formal or business professional, usually requires a higher standard of dress that includes suits and ties, long-sleeved button-down shirts, dark colors, and dress shoes for men. Women are typically expected to wear a business suit or business skirt. Women’s attire can be more lightly colored but should be conservative in nature, with nylon stockings and dress shoes.

Business Casual

Business casual provides a more lax style of dress for both men and women. This style, however, is not to be confused with casual or street attire. Appropriate clothing items for men include dress pants or khakis, collared shirts, and a more lenient color palette. Women have many more options in clothing but should maintain a conservative style.

Language

You should always use proper language when speaking with a customer or client. The majority of end users are not very technology oriented, so you should avoid tech slang and acronyms. Instead, break down the meaning of all terms used in a constructive manner. We sometimes get caught up in technical language and should always avoid “tech speak” or talking above the client’s head.

Attitude

You should display a positive attitude when dealing with technical issues that may be complex. Use all cases as lessons to acquire more knowledge about technology. Also, be confident when discussing technical issues with end users. Be aware that it is more about being able to find the right answer than having all the answers memorized. Regardless of the situation, remain positive and project confidence in your work. Customers know that you don’t know everything, but you should avoid giving the impression that you are unsure of the procedure for finding a solution.

Listening

When discussing issues with a customer, actively listen and take notes when appropriate. Customers should never have to repeat themselves because you did not write down key details. Additionally, never interrupt customers while they are giving you information. Let them tell you their story in full, and then you can respond with follow-up questions if needed. Always listen to understand what the customer is saying.

Cultural Sensitivity

Remember that some people have different cultural backgrounds than others, so you should remain culturally sensitive to their requests. A language barrier may present itself, making communication difficult. Maintain respect and composure and do not treat the person with a dismissive nature. Also, be mindful that other cultures have different mannerisms and values.

Professional Titles

You should always greet users with respect and use their proper professional titles when addressing them. If someone is a director, don’t refer to them as a manager—not in person, in support documentation, or on the phone with one of your colleagues. This is an easy way to offend someone.

Punctuality

Punctuality is extremely important for an IT professional. Often, end users have meetings or their own work to complete, and you are seen as the entity that is holding them up. Always arrive on time for pre-scheduled appointments and contact clients if there will be any delay relating to the service. If anything keeps you from arriving at the client’s location on time, notify the customer of your situation beforehand and give them an estimated arrival time.

Distractions

While working with clients, be sure to avoid any type of distractions. This includes text messages, phone calls, or simply having conversations with other colleagues. You never want to give the impression that the end user does not have 100% of your attention. Their technical problem must appear to be the number one priority when you are in their presence, even though that may not be the case.

Personal Calls

Personal calls should not be answered when working with a client. Silence phones or send incoming calls straight to voicemail to avoid interruption.

Texting/Social Media Sites

Texting should also be avoided when interacting with a client. Answering text messages or receiving constant notifications when with a client is disrespectful. Additionally, do not browse social media sites when working with a client.

Personal Interruptions

Personal interruptions should be kept to a minimum. This is especially true for individuals working from home. Maintain a space where personal interruptions can be minimized.

Difficult Customers or Situations

Working as an IT technician, you will be faced with stressed and anxious clients who may become difficult. While these situations do occur in the field, it is important to adhere to some basic rules for diffusing the situation with the following five don’ts and one do.

DON’T Argue

Arguing with customers will not get the result that either of you are hoping to achieve. Try not to become defensive when speaking with a client, even if they seem like they are being unreasonable. Letting the customer know that you understand their frustration will help them to feel confident that you can help them solve the problem.

DON’T Be Defensive

When a client is upset or angry, he or she may lash out at you as a way of venting their frustration. Avoid being defensive and taking it personally. Remind the customer that you are there to help and you understand how frustrated they are. Lead the client to focus on the problem and not on you.

DON’T Dismiss Customer Problems

Try to avoid dismissing the customer’s problems or issues. Even though an issue may not seem like a big deal to you, it may be very important to them.

DON’T Be Judgmental

Avoid being judgemental when working with clients. Something that may seem easy and self-explanatory to you could be quite challenging and difficult for them. It’s important to keep in mind that not everyone is tech-savvy.

Never use social media as an outlet to vent about a particular customer or experience. Things on the internet typically stay there forever, and this could portray you or your company in a bad light.

DO Clarify Customer Statements

Ask questions to ascertain the root of the problem. When a customer tells you their story, restate what you believe the problem to be to confirm an understanding through the verification process. Some helpful clarification tactics include asking the client to walk you through the problem, asking open-ended questions, restating what the client is saying, and asking specific questions to verify your understanding of the problem.

Using a Timeline

When working on a client issue, always be prepared to set initial expectations of the timeline with the promise of action to follow. Keep the customer informed of any changes, but make sure all promises are kept in a timely manner.

Offer Options

If possible, give the customer multiple options and alternatives. Even if you prefer one way, remember this is the end user’s equipment and they should be given the opportunity to weigh their options. This may include the option to repair or replace the problem device or component. Do not make the customer feel as if they are being railroaded into a specific choice.

Use Documentation

Keep up-to-date documentation and provide this to the customer when the service is complete. Customers will feel more at ease if they can review what work was performed on their PC, as they will know exactly how their money was spent on the repair. Using thorough documentation will also protect you in case of a dispute.

Follow Up

When the device has been returned to the customer after service, follow up at a later time to verify satisfaction. This is one of the most important steps for maintaining repeat customers, as they will feel like you genuinely care about the service.

Dealing with Private Customer Materials

When working on a customer’s issue, use best practices in handling their data. This is the customer’s private information and directly accessing this data is usually not required to complete a repair. It is your duty to keep that information safe and secure for as long as it’s in your possession.

Locations of Private Materials

Access to the locations of private customer materials, whether on a computer, desktop, printer, hard drive, etc., should be limited and done in a secure location. Be mindful of who may be able to view or gain access to private materials to minimize the possibility of data breaches.