4.7 - CompTIA A+ Core 2

Present a professional appearance and wear appropriate attire

• Professional appearance: Match the required professional attire of the given environment - whether it’s formal, business casual, or industry-specific.

Match the required attire of the given environment

Formal

• Formal attire: Typically includes a tailored suit, dress shirt, tie or bowtie for men, and a formal dress or pant suit for women. Accessories should be conservative and professional.

Business casual

• Business casual attire: Generally consists of dress slacks or chinos, collared shirts, and closed-toe shoes. Women may opt for skirts or dresses that are knee-length, along with blouses, while avoiding overly casual items like jeans or t-shirts.

Use proper language and avoid jargon, acronyms, and slang when applicable.

• Use proper language: Avoid slang, jargon, and technical acronyms - communicate in terms that everyone can understand and make decisions on.

Maintain a positive attitude/project confidence.

• Project confidence: Convey assurance in your abilities and the work being done. Use a positive tone of voice and avoid mumbling, as this helps to instill trust and motivates others to collaborate effectively.

Actively listen and avoid interrupting the customer.

• Actively listen to the customer: Avoid interrupting the customer while they describe their problem. Ask non-judgmental questions to find details about the issue (e.g., when it occurred, if it’s connected to a particular software) and to clarify your understanding about the issue. Try repeating the question back to the customer, and stay open-minded.

Be culturally sensitive.

• Be culturally sensitive: Be aware of the perspectives others have, and take that into account when communicating and problem-solving. Use appropriate professional titles/designations where possible.

Be on time (if late, contact the customer).

• Be on time: Arrive at the agreed-upon time to help the customer. If late, apologize and provide a new, accurate ETA.

Avoid distractions.

• Avoid distractions: Don’t allow interruptions while helping a customer - no personal calls, no texting, or social media sites.

Appropriately deal with difficult customers or situations.

• Dealing with difficult situations/customers: Avoid arguing/being defensive, don’t dismiss customer issues, clarify customer statements, and use discretion when discussing difficult professional encounters.

Set and meet expectations/ timeline and communicate status with the customer.

• Setting/meeting expectations: Offer different options to the customer (repair or replace?), provide proper, thorough documentation, keep the customer/other departments informed, and follow up at a later date to verify satisfaction.

Appropriately handle customers’ confidential and private materials.

• Appropriately handle private materials: Ensure confidential they is stored securely, limit access to authorized personnel only, confirm you can access/edit a file with a customer, and dispose of any materials following customer preferences or company obligations.