Title: Demonstrate communication techniques and professionalism.
Course: Cybersecurity Systems Technology, Advanced (10109-IV) > Section: Applying Operational Procedures

Demonstration should include the following:

- Use plain language (i.e., avoid jargon, acronyms, and slang when applicable)
- Maintain a positive attitude/project confidence
- Actively listen (take notes) and avoid interrupting the customer
- Be culturally sensitive
  - Use appropriate professional titles, when applicable

- Be on time (if late, contact the customer)
- Avoid distractions
  - Personal calls
  - Texting/social media sites
  - Talking to co-workers while interacting with customers
  - Personal interruptions

- Dealing with a difficult customer or situation
  - Do not argue with the customer and/or be defensive
  - Avoid dismissing customer problems
  - Avoid being judgmental
  - Clarify customer statements (i.e., ask open-ended questions to narrow the scope of the problem, restate the issue or question to verify understanding)
  - Do not disclose experiences via social media outlets

- Set and meet expectations/timeline and communicate status with the customer
  - Offer different repair/replacement options, if applicable
  - Provide proper documentation on the services provided
  - Follow up with customer/user at a later date to verify satisfaction

- Deal appropriately with customers confidential and private materials (located on a computer, desktop, printer, etc.)

Process/Skill Questions:

- Why is it important to use plain language and have a positive attitude?
- What are ways one can be culturally sensitive?
- How should one handle a difficult customer or situation?
- How would one appropriately handle customers’ confidential and private materials?