Communication and Professionalism

What it is

A technician solves technical problems, but customers judge the service by how they are treated. Professional communication builds trust, avoids conflict and gets accurate information about the problem. The exam tests what to do and what to avoid in typical support situations.

How it works

Professional appearance and behaviour

Dress in a way that suits the workplace, be on time and treat the customer with respect. Use a professional tone in person, by phone and in writing.

Keep a positive attitude and show confidence without sounding arrogant. If you will be late, tell the customer as soon as you know.

Clear communication

Use plain language and avoid jargon, abbreviations, acronyms and slang. Speak at the customer's level, and explain what you are doing in simple terms. Do not talk down to anyone.

Ask open questions to learn about the problem, then closed questions to confirm details. Restate the problem in your own words to check that you understood it.

Active listening

Give the customer your full attention and let them finish before you answer. Take notes as they speak, so you do not need to ask again.

Do not interrupt, and do not jump to a diagnosis before they explain. Customers often describe the cause of the problem early in the conversation.

Cultural sensitivity

Be aware that people have different customs and expectations. Use appropriate professional titles, as the customer prefers, and respect personal space and language needs. Avoid assumptions based on appearance or background.

Avoid distractions

During a support call or visit, do not take personal calls, text, check social media or let other interruptions pull you away. If an urgent interruption is unavoidable, explain it and apologise. Do not talk to coworkers about unrelated matters in front of the customer.

Dealing with difficult customers

Clarify what the customer wants, and never disclose a bad experience on social media or with others outside the proper channels.

Set and meet expectations

Explain what you will do, how long it should take and what it may cost, before you start. Offer repair or replacement options where they exist.

Keep the customer informed about progress, and if the plan changes, say so promptly and give the new timeline. Deliver a summary at the end, with what was done and any follow up needed.

Respect privacy and property

Treat the customer's property with care. Do not look through personal files, photos or messages, and do not share information about the customer or their data.

Keep customer documents and conversations confidential. If you must see private content to do the job, keep it to the minimum and explain why.

Follow up

Check back after the repair to confirm the problem is solved and the customer is satisfied. Complete documentation, and provide the customer with proper documentation of the work done if appropriate.