About the content
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.
This is the second in a series of four courses that are targeted to individuals who are considering a move into IT Support.
- 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
Lawrence Associates LLC
Senior Content Development Manager
Business & Financial Consultant / IT Course Development & Delivery
Lawrence Associates LLC
Microsoft Corporation is an American multinational technology company headquartered in Redmond, Washington, that develops, manufactures, licenses, supports and sells computer software, consumer electronics and personal computers and services. Its best known software products are the Microsoft Windows line of operating systems, Microsoft Office office suite, and Internet Explorer web browser.
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