By Steven Johnson
Get the communique talents you wish for occupation good fortune with this certain ebook. getting ready you for assessments and past, the precious content material delves into the problems that you're going to face in company, retail, and distant help environments. The booklet deals greater than fifty eventualities depicting ordinary office events, attainable responses-and applicable options to steer you. With this method, you will achieve precious perception into turning into a crew participant and study concepts to speak extra successfully with coworkers and shoppers.
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Extra resources for The IT professional's business and communications guide: a real-world approach to Comp TIA A+ soft skills
Example text
Let me see what I can do to fix the situation. Or if I can’t fix it, I’ll get you to someone who can. Answer A: Incorrect. You can’t do this. If you start, you probably won’t be able to finish this in five minutes and won’t be able to log out of your terminal. Answer B: Correct. Sometimes you have to tell a customer the hard truth, even if they’re rude or upset. Answer C: Incorrect. I have a bit of a soft heart, so I’ve tried to do this more than once. Unfortunately, it never works. The problem is always a big problem.
Which is actually the problem. A good portion of the time you’ll be administering, assisting, or troubleshooting an issue with someone, they’ll be a lot smarter than you are. On top of that, they’ll probably be older, more experienced, and a great deal more connected. That makes it pretty tough to be the new IT guy sometimes. Scenario You’re working in a call center environment for a local cable company and have just been promoted from a Level 1 support technician to a Level 2 support technician, and you couldn’t be happier.
21 Answer A: Correct. This is the absolute best thing you can do. You need to be straightforward, honest, and professional in a situation like this, just as you would be for someone who isn’t visually impaired. Answer B: Incorrect. You should never make light of a customer’s disability. It is rude and insulting, and will probably result in disciplinary action. Answer C: Incorrect. The customer is not hearing-impaired, and it isn’t a good tactic to use, even if he were. Answer D: Incorrect. You have nothing to apologize for.
