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Chapter 10: Communication Skills

Chapter Introduction
10.1
10.1 Explain the relationship between communication and troubleshooting
10.2
10.2 Describe good communication skills and professional behavior
10.2.1 Determine the computer problem of the customer
10.2.2 Display professional behavior with the customer
10.2.3 Focus the customer on the problem during the call
10.2.4 Use proper netiquette
10.2.5 Implement time and stress management techniques
10.2.6 Observe Service Level Agreements
10.2.7 Follow business policies
10.3
10.3 Explain ethics and legal aspects of working with computer technology
10.4
10.4 Describe call center environment and technician responsibilities
10.4.1 Describe the call center environment
10.4.2 Describe level-one technician responsibilities
10.4.3 Describe level-two technician responsibilities
Chapter Summary

Chapter Quiz
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