IT training 4 operational procedures comptia a plus 220 902 m4 slides

The Pluralsight Learning Path for CompTIA A+... Operational Procedures for CompTIA A+ 220-902Table of Contents Using Appropriate Safety ProceduresApplying Appropriate Environmental Contr

Demonstrating Professionalism

Tim Warner

@TechTrainerTim timothy-warner@pluralsight.com

The Pluralsight Learning Path for CompTIA A+

Operational Procedures for CompTIA A+ (220-902)

Table of Contents

Using Appropriate Safety ProceduresApplying Appropriate Environmental ControlsAddressing Prohibited Content and Activity

Demonstrating Professionalism

Explaining Troubleshooting Theory

Proper communication techniques

Professional behavior

Meanwhile, in the Real World…

customer technician

How can I ensure that a tech won't snoop my HD?

CompTIA A+ 220-902

Demonstrate proper communication techniques and professionalism

5.4

Proper Communication

Techniques

Being a Tech Translator is Lucrative!

Use proper language

Avoid jargon Avoid acronyms (TLAs) Avoid slang

Techniques

Techniques

Personal interruptions

Talking with

co-workers

Texting/social

mediaPersonal calls

Avoid Distractions

Professional Behavior

 Be on time

- If late, contact the customer

 Dealing with difficult

 Clarify customer statements

- Privacy, both physical and virtual

Working with Customers

 Provide regular status

updates

 Offer different

repair/replacement options

- Loaner device

- Give the customer choices

 Follow up after closure to

ensure satisfaction

Communicating Expectations

Demo: Title

Task

Standards, Practices, & Theory

for CompTIA Network+

Meanwhile, in the Real World…

customer technician

How can I ensure that a tech won't snoop my HD?

Back in the Real World

customer technician

Observe the tech, but understand reporting requirements

 Pluralsight: Introduction to Emotional Intelligence

- Don't fall victim to the Dunning-Kruger Effect

 Pluralsight: Becoming a Better Listener

- Develop your "active listening" skills

For Further Learning

It's rare that you can get away with having tech brilliance but poor

people skills

Professional mentorship may help

Customers won't return if you don't treat them well

troubleshooting theory

Summary