The IT Support - Communication IT Support - Communication Certificate 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.
Length: 5 weeks Effort: 3 to 4 hours per week
Tony Frink - Senior Content Development Manager, Microsoft
Mike Orlowicz - Business & Financial Consultant / IT Course Development & Delivery, Lawrence Associates LLC
Bernie Lawrence - CEO, Lawrence Associates LLC
Check the programme website for information about funding options.
StudyPortals Tip: Students can search online for independent or external scholarships that can help fund their studies. Check the scholarships to see whether you are eligible to apply. Many scholarships are either merit-based or needs-based.
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