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CompTIA A+ 220-801 and 220-802 Authorized Cert Guide, Third Edition by Scott Mueller, David L. Prowse, Mark Edward Soper

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Chapter 18. Operational Procedures and Communications Methods

This chapter covers the following subjects:

Computer Safety—In this section you learn how to prevent electrostatic discharge (ESD) and work safely with computers.

Environmental Controls—Here you find out how to control the environment and protect against issues that are out of your control.

Incident Response and Documentation—In this section we discuss some basic first response procedures and how to document problems when they occur utilizing the concept of chain of custody.

Communication Methods and Professionalism—In this final section, you read about how to talk to and treat customers, focusing on respect for the customer. After all, this is where all PC repair business ...

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