IT Support: Communication

IT Support: Communication

LaaS bundle

Microsoft CLD252x-LAAS

From For free

To USD 397.00

If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills.

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.

What you will learn

  • 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
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E-Learning

Official Microsoft Course

IT Support: Communication

IT Support: Communication

Microsoft CLD252x
Microsoft
Open edX
90 days
Microsoft Certificate of Completion

Official Microsoft Certificate

Microsoft Certificate of Completion

Microsoft Certificate of Completion

Microsoft A85-04383
USD 99.00
Microsoft
Microsoft Certificate of Completion

Original Microsoft Certificate of Completion


Get your Original Microsoft Certificate of Completion that certifies the successful passing of a Microsoft Massive Open Online Course (MOOC).

Learning-as-a-Service (Optional)

1:1 Coaching - 1 hour

Microsoft 1:1 Coaching

Microsoft 1:1 Coaching

MS-COACH
USD 199.00
Don’t waste time searching for answers when being stuck with a problem. Schedule an individual virtual meeting with a dedicated subject-matter expert and explore more difficult topics interactively using screen sharing capabilities.

Q&A Support

Microsoft Q&A Support

Microsoft Q&A Support

MS-QA-SUPPORT
USD 99.00
Ask questions, get opinions and explore ideas with a dedicated subject-matter expert..

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IT Support: Communication

LaaS bundle Microsoft CLD252x-LAAS

For free