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Online Course

IT Support: Communication

Microsoft via edX

(0)
  • Provider edX
  • Cost Free Online Course (Audit)
  • Session Self Paced
  • Language English
  • Effort 3-4 hours a week
  • Duration 5 weeks long
  • Learn more about MOOCs

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Overview

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.

Taught by

Bernie Lawrence

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