IT Support: Communication
Are you interested in pursuing a career in IT Support? You will know how to improve your basic customer communication skills. You will gain understandings and knowledge regarding to the communication skills and acumen needed to be a successful support agent. This is the second in a series of four courses that are targeted to individuals who are considering moving into IT Support.
What you will learn
- Enter effective communication strategies
- Develop 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 answer effectively through phone, email, chat, and social media
- Satisfy a challenging customer and defuse the customer’s anger