• Length:
    5 Weeks
  • Effort:
    3–4 hours per week
  • Price:

    FREE
    Add a Verified Certificate for $99 USD

  • Institution
  • Subject:
  • Level:
    Introductory
  • Language:
    English
  • Video Transcript:
    English

About this course

Skip About this course
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'll learn

Skip What you'll 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

Meet your instructors

Bernie Lawrence
CEO
Lawrence Associates LLC
Tony Frink
Senior Content Development Manager
Microsoft
Mike Orlowicz
Business & Financial Consultant / IT Course Development & Delivery
Lawrence Associates LLC

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