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IT Support: Communication

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.

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Course Highlights

  • Receive an instructor-signed certificate with the institution's logo to verify your achievement and increase your job prospects

  • Career Building Sessions

  • Study from reputed instructors from Microsoft

Duration: 35 Days

Mode of learning: Online self study

Course Overview

What are the course deliverables ?
  • Introduce effective communication strategies

  • Develop a rapport with your customers

  • Interpret and paraphrase the customer’s message

  • 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

  • Add a Verified Certificate for ?7,132

More 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 develop.

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Frequently Asked Questions

Can I get refund or exchange the course if required?Can I start and pay later?
Yes, you can start your course in the audit track, and upgrade to the verified track later. However, to access graded assignments you will need to upgrade to the verified track.
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