课程概况
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.
你将学到什么
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
