The IT Professional's Business and Communications Guide: A Real-World Approach to CompTIA A+ Soft Skills

ISBN: 978-0-470-12635-6

Paperback

240 pages

April 2007

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Soft-Skills Play a Huge Role in New A+ Exams--In response to hardware and software vendors demands, CompTIA has included questions that deal with communication, professionalism, and customer interaction in their upcoming A+ exams. (20% of the questions in the CompTIA A+ Remote Support Technician are on soft-skills).
Highly Desired Skill--96% of those surveyed said communication and interpersonal skills are the most important the most important contributor to achieving career success, according to IT. 53% of the companies surveyed by CIO magazine said they offer their IT staff non-IT training on a variety of soft skills.
Poor Soft-Skills Can Prove Disastrous--Dissatisfied customers tell an average of 10 other people about their bad experience and 12% percent tell up to 20 people. However, 19 out of 20 customers will not tell a company that they are dissatisfied with its service. Fourteen of the 20 will simply take their business elsewhere. Up to 90% of dissatisfied customers will not buy again from the company, and they won't bother to tell the business why. (TARP Study, Washington DC)
Perfect Companion to CompTIA A+ Complete Study Guides--This book takes the exam topics one step further by focusing on providing IT professionals the know-how in dealing with a variety of customer interaction scenarios.