Professionalism: punctuality, active listening, avoiding jargon, handling difficult customers, confidentiality, setting expectations and following up

Technical skill solves problems, but professionalism decides whether customers trust you and whether they call you again. IT support is a customer-facing job, whether the customer is a paying client or a coworker, and CompTIA includes communication and professional conduct in the exam. Scenario questions often present several technically correct actions and ask for the most professional one, so you need to recognize good conduct as well as practice it. Punctuality and presence come first. Arrive on time for appointments, and if you will be late, contact the customer before the appointment time, apologize and give a new estimate. Dress appropriately for the environment, whether formal or business casual. While with a customer, avoid distractions: no personal calls, texting, social media or side conversations with coworkers unless it is an urgent work matter. Keep a positive attitude, project confidence, and use proper language, avoiding slang and anything that could be offensive.