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IT Support: Communication

If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills.
Enrollment in this course is by invitation only

About this course

This course provides insights into the communication skills and acumen needed to be a successful support agent. Effective communication, both with the customer and with internal resources at your company, is critical to the success of anyone considering a role in IT Support.

The course begins with a review of effective communication strategies that will help you develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, you examine how to deal with challenging customers and how to defuse a customer’s anger. At the completion of the course, you will have a greater appreciation for the communication skills that a successful support agent needs to develops.

What you will learn

  • Introduce effective communication strategies/li>
  • Develop a rapport with your customers/li>
  • Interpret and paraphrase the customer’s message/li>
  • Demonstrate empathy towards your customer
  • Review chat etiquette best practices
  • Communicate at the customer’s level of expertise
  • Differentiate between implicit vs. explicit customer messages
  • Understand how to respond effectively through phone, email, chat, and social media
  • Satisfy a challenging customer and defuse the customer’s anger
  • Length: 16 hours
  • Effort: 2 to 4 hours per week
  • Institution: CureMD
  • Subject: Microsoft: IT Support: Communication
  • Level: Introductory
  • Language: English
  • Video Transcripts: English