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Demonstrating Professionalism
Tim Warner
@TechTrainerTim timothy-warner@pluralsight.com
Demonstrating Professionalism Tim Warner @TechTrainerTim - - PowerPoint PPT Presentation
Demonstrating Professionalism Tim Warner @TechTrainerTim - - PowerPoint PPT Presentation
Demonstrating Professionalism Tim Warner @TechTrainerTim timothy-warner@pluralsight.com The Pluralsight Learning Path for CompTIA A+ (220-902) Introduction Windows OS Other Operating Systems Security Software Troubleshooting Operational
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Operational Procedures for CompTIA A+ (220-902) Table of Contents
Using Appropriate Safety Procedures Applying Appropriate Environmental Controls Addressing Prohibited Content and Activity Demonstrating Professionalism Explaining Troubleshooting Theory
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Overview
Proper communication techniques Professional behavior
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Meanwhile, in the Real World…
customer technician
How can I ensure that a tech won't snoop my HD?
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CompTIA A+ 220-902
Demonstrate proper communication techniques and professionalism 5.4
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Proper Communication Techniques
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Being a Tech Translator is Lucrative!
business language consumer language (non-technical in any event) IT language developer language (tech language)
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Use proper language
Avoid jargon Avoid acronyms (TLAs) Avoid slang
Maintain PMA
Project confidence and competence Positive, encouraging voice tone Remember that our decisions impact the customer's money, time, and data
Proper Communication Techniques
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Listen actively
Take notes so we understand the customer's needs - repeat and rephrase Don't interrupt the customer - they often need to vent
Be culturally sensitive
Use appropriate professional titles Remember you're building a relationship
Proper Communication Techniques
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Personal interruptions Talking with co- workers Texting/social media Personal calls
Avoid Distractions
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Professional Behavior
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- Be on time
- If late, contact the customer
- Dealing with difficult
customers
- Don't argue or get
defensive
- Avoid dismissing the
customer's problem
- Avoid being judgmental
Professional Conduct
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- Clarify customer statements
- Open-ended questions
- Don't share customer data via
social media
- Deal appropriately with
customer materials
- Privacy, both physical and virtual
Working with Customers
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- Provide regular status
updates
- Offer different
repair/replacement options
- Loaner device
- Give the customer choices
- Follow up after closure to
ensure satisfaction
Communicating Expectations
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Demo: Title
Task Standards, Practices, & Theory for CompTIA Network+
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Meanwhile, in the Real World…
customer technician
How can I ensure that a tech won't snoop my HD?
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Back in the Real World
customer technician
Observe the tech, but understand reporting requirements
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- Practice interviewing
techniques and professional communication in a low- stakes environment
- Non-judgmental family, friends
Homework
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- Pluralsight: Introduction to Emotional Intelligence
(Jason Edleman)
- Don't fall victim to the Dunning-Kruger Effect
- Pluralsight: Becoming a Better Listener
(Jason Alba)
- Develop your "active listening" skills
For Further Learning
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