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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 Website
www.edx.org
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Description
This course is part of the Microsoft Professional Program Certificate in IT Support.

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.

Pricing:
Free
Level:
Beginner
Duration:
5 weeks, 3h-4h/week
Educator:
Bernie Lawrence
Organization:
Microsoft
Submitted by:
Coursearena
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