CompTIA A+ (220-1001) Cert Prep 1: The Basics (Safety and Professionalism)

Professionalism part 1

- Be on time- Be an Active listener - Clarify Customer statements - Maintain positive attitude- Use proper language- Set and meet expectations

Be on time

be somewhere just before or at the correct time

Be an active listener

Give your undivided attention and avoid interrupting the customer.

Clarify customer statements

Ask pertinent questionsdrill down into the details-avoid an argument-avoid being judgmental Repeat your understanding of the problem back to the customerDid I understand you correctly?Keep an open mindAsk clarifying questions, even if the issue seems obvious-never make assumptions

Maintain a positive attitude

Positive tone of voice- Partner with your customer- Project confidenceProblems can't always be fixed- Do your best- Provide helpful optionsYour attitude has a direct impact on the overall customer experience

Use proper language

avoid jargon, acronyms, slang when applicable

Set and meet expectations

Give a timeline and communicate with customer.

Professionalism part 2

- Use appropriate professional titles- Avoid distractions- Avoid being Judgmental- Avoid being dismissive- Deal appropriately with customer's confidential and private materials.- Don't argue or be defensive.- Provide proper documentation

Use appropriate professional titles

Address customers by proper titles whenever applicable.

Avoid distractions

(Personal interruptions) Like using your phone to text, chat, or make calls and talking to co-workers while assisting a customer.

Avoid being judgmental

Be culturally sensitive and don't point fingers, blame, or personal attacks

Avoid being dismissive

Listen to what the problem is and don't assume or disregard what the customer is saying.

Proper data handling

Deal appropriately with customer's confidential and private materials.

Positive attitude

Don't argue or be defensive.

Provide proper documentation

Make sure you keep and provide all the different documentation that your customer's need to follow up.

Electromagnetic Pulse (EMP)

A short burst of energy that can potentially damage electronic equipment.

The three type of EMP

- Electrostatic discharge (ESD)- Electromagnetic Interference (EMI)- Radio Frequency Interference (RFI)

electrostatic discharge (ESD)

The rapid flow of electric current between two objects of different electrical potential. Because it can carry a large charge, ESD can cause serious damage to electronic equipment.

Electromagnetic Interference (EMI)

An electromagnetic waveform that can be received by network cable (possibly corrupting data traveling on the cable) or radiated from a network cable (possibly interfering with data traveling on another cable).

Radio Frequency Interference

Electromagnetic interference that is in the radio frequency range