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## Chapter Summary (3 of 3) - Use the Network and Sharing Center to change the security settings for a Windows network connection - Customers expect their first contact with you to be professional and friendly, and expect that listening to their problem or request will be your first priority - Know...

## Chapter Summary (3 of 3) - Use the Network and Sharing Center to change the security settings for a Windows network connection - Customers expect their first contact with you to be professional and friendly, and expect that listening to their problem or request will be your first priority - Know how to ask penetrating questions when interviewing a customer about a problem - Set and meet customer expectations by using good communication about what you are doing or intending to do and allowing the customer to make decisions where appropriate - Deal confidently and gracefully with customers who are difficult, including those who are not knowledgeable, are overly confident, or complain - When you first start a new job, find out how to escalate a problem you cannot solve