IT Support: Communication
- Offered byedX
IT Support: Communication at edX Overview
IT Support: Communication
at edX
If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills.
Duration | 13 hours |
Mode of learning | Online |
Schedule type | Self paced |
Difficulty level | Intermediate |
Credential | Certificate |
IT Support: Communication at edX Highlights
IT Support: Communication
at edX
- Taught by top companies and universities
- Career Building Sessions
- Study from reputed instructors from Microsoft
- Self paced Course
Read more
IT Support: Communication at edX Course details
IT Support: Communication
at edX
Skills you will learn
What are the course deliverables?
- 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.
IT Support: Communication at edX Curriculum
IT Support: Communication
at edX
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
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Student Forum
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