IT Support: Communication

Online Course

edX
IT Support: Communication

What is the course about?

IT Support: Communication
The course IT Support: Communication is an online class provided by Microsoft through edX. The skill level of the course is Introductory. It may be possible to receive a verified certification or use the course to prepare for a degree.
If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills.
Course 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.

Prerequisites & Facts

IT Support: Communication

Course Topic

Computer Science

University, College, Institution

Microsoft

Course Skill Level

Introductory

Course Language

English

Place of class

Online, self-paced (see curriculum for more information)

Degree

Certificate

Degree & Cost

IT Support: Communication

To obtain a verified certificate from edX / Microsoft you have to finish this course or the latest version of it, if there is a new edition. The class may be free of charge, but there could be some cost to receive a verified certificate (99.00 USD) or to access the learning materials. The specifics of the course may have been changed, please consult the provider to get the latest quotes and news.
Microsoft
IT Support: Communication
provided by edX

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IT Support: Communication
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School: Microsoft
Topic: Computer Science
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