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| Acronyms | A word formed from the initial letters of a string of words, such as DoD for Department of Defense. |
| Body of Language | Gestures, postures, or facial expressions that a person uses to communicate non-verbally with others. |
| Communication | Exchanging information with others through speech, writing, or behavior. |
| Confidentiality | Keeping information secure from those unauthorized to view or hear it. |
| Copyleft | Licensing that encourages thefree distribution of software for noncommercial uses. |
| Copright | Legal right granted tothe creator of a work to produce or distribute it. |
| Courteous | Being considerate of others. |
| Customer Service | Part of an organization that addresses comments and complaints from the consumer. |
| Depot Service | Technical support in an organization where an item to be fixed is brought in and dropped off and picked up when it is repaired. |
| Documentation | Written paperwork tracking events in an organization. |
| Effective Listening | Giving someone your undivided attention in an effort to be able to recall everything that is told to you. |
| Field Service Representative | The most knowledgeable person in your customer service infrastructure that goes out to other locations to make repairs. |
| Freeware | Software that is copyrighted and free to use; further distributions may cost something. |
| Gestures | A motion made by the body or limbs to convey information. |
| Jargon | Specialized technical language of a specific trade. |
| Open Source | Software that has an source code that is free to the public. |
| Positive Attitude | Going at tasks with thoughts and actions to bring out the good. |
| Privacy | Keeping personal information secret. |
| Professional | A skilled person who earn a living in a given occupation. |
| Proprietary | Owned and controlled by an individual or corporation. |
| Public Domain Software | Software whose ownwrship has been given over to the general public. |
| Respectful | Courteous to others. |
| Shareware | Copyrighted software that is available on a trial basis but if the user plans to continue usage of it then they need to pay the owner for the use of it. |
| SLA | A contract between one doing service work and the owner of equipment that includes the level of service that is included and a time period for it to be done. |
| Tact | Dealing with people without offending them. |
| Technical Support | Service that provides users with help on hardware or software issues and can be done over the telephone, through email, on a website, or other means. |
| Telephone Help Desk | Technical support fo rhardware or software issues done over the telephone. |
