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IT Support
Communication
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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.
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Rating | Not enough ratings |
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Length | 5 weeks |
Effort | 3 - 4 hours per week |
Starts | Oct 1 (235 weeks ago) |
Cost | $99 |
From | Microsoft via edX |
Instructors | Bernie Lawrence, Tony Frink, Mike Orlowicz |
Download Videos | On all desktop and mobile devices |
Language | English |
Subjects | Programming |
Tags | Computer Science |
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Rating | Not enough ratings |
---|---|
Length | 5 weeks |
Effort | 3 - 4 hours per week |
Starts | Oct 1 (235 weeks ago) |
Cost | $99 |
From | Microsoft via edX |
Instructors | Bernie Lawrence, Tony Frink, Mike Orlowicz |
Download Videos | On all desktop and mobile devices |
Language | English |
Subjects | Programming |
Tags | Computer Science |
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