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IT Support - Communication, Certificate

IT Support - Communication, Certificate

  • Application Deadline
  • 35 days
    Duration
EdX is an online learning platform trusted by over 12 million users offering the IT Support - Communication Certificate in collaboration with MicrosoftX. If you are interested in pursuing a career in IT Support, this course examines how to improve your basic customer communication skills.

About

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.

Detailed Programme Facts

  • Deadline and start date Application deadline and start date were not specified by the programme.
  • Programme intensity Part-time
    • Average part-time duration 35 days
    • Intensity 3 hrs/week
    • Duration description

      Length: 5 weeks Effort: 3 to 4 hours per week

  • Languages
    • English
  • Delivery mode
    Online
    • Time flexibility
      Self-paced

Programme Structure

What you'll 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

Lecturers

  • 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

English Language Requirements

This programme requires students to demonstrate proficiency in English.

Tuition Fee

  • International Applies to you

    99 USD/full
    Tuition Fee
    Based on the original amount of 99 USD for the full programme and a duration of 35 days.
  • National Applies to you

    99 USD/full
    Tuition Fee
    Based on the original amount of 99 USD for the full programme and a duration of 35 days.
We've labeled the tuition fee that applies to you because we think you are from and prefer over other currencies.
5% discount coupon: Z7LZNQ4TN3B2JTWU valid for any free course + certificate upgrade

Funding

Check the programme website for information about funding options.

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