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IT Support & Hardware · Foundational

Professional Communication

Customer service behavior expected of IT support staff, including punctuality, respect, and clear language.

Definition

Expectations include being on time, avoiding distractions such as personal calls, maintaining a positive attitude, avoiding jargon, not disclosing confidential information, setting and meeting expectations, and following up. Handling difficult customers calmly without arguing is emphasized.

Example

A technician explains a delay, provides a new timeline, and follows up after the repair.

Exam tip

Never argue with or dismiss a customer; set expectations and follow up.

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