IT Support: Communication

Bernie Lawrence, Tony Frink, Mike Orlowicz, Microsoft

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 will you 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

Dates:
  • 1 October 2019
Course properties:
  • Free:
  • Paid:
  • Certificate:
  • MOOC:
  • Video:
  • Audio:
  • Email-course:
  • Language: English Gb

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