About this course
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.