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This course focus on the 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 to develop a rapport with your customer.


This course does not involve any written exams. Students need to answer 5 assignment questions to complete the course, the answers will be in the form of written work in pdf or word. Students can write the answers in their own time. Each answer needs to be 200 words (1 Page). Once the answers are submitted, the tutor will check and assess the work.


Edukite courses are free to study. To successfully complete a course you must submit all the assignment of the course as part of the assessment. Upon successful completion of a course, you can choose to make your achievement formal by obtaining your Certificate at a cost of £49.

Having an Official Edukite Certification is a great way to celebrate and share your success. You can:

  • Add the certificate to your CV or resume and brighten up your career
  • Show it to prove your success


Course Credit: Microsoft 

Course Curriculum

Before You Start 00:02:00
Course Introduction 00:06:00
Effective Communication Strategies
Module Introduction 00:02:00
Effective Communication Overview 00:01:00
How We Communicate 00:01:00
What’s Appropriate to Share with Whom? 00:02:00
What is Rapport? 00:01:00
The Trusted Advisor Mindset 00:02:00
Strategies for Interpreting a Message 00:02:00
Paraphrase to Clarify Meaning 00:02:00
Use Prompting Statements 00:01:00
Paraphrasing is Not Parroting 00:01:00
Keep a Positive Attitude 00:01:00
Avoid Using Jargon 00:02:00
Ask Probing Questions 00:02:00
Connecting with the Customer
Module Introduction (Connecting with the Customer) 00:01:00
Importance of Demonstrating Empathy 00:02:00
Demonstrating Empathy Strategy 00:02:00
Chat Etiquette Best Practices 00:03:00
The Benefits of Chat Etiquette 00:01:00
Why Talk Up or Down to the Customer’s Level? 00:01:00
Novice and Expert Customers 00:02:00
Communicating Through Email
Module Introduction 00:01:00
What are Implicit and Explicit Messages? 00:01:00
How Emotion Affects Messaging 00:01:00
How Background Affects Messaging 00:02:00
Be a Detective 00:02:00
The Impact of Missing Implicit Messages 00:01:00
Issue Specific Situations 00:02:00
Context and Culture 00:01:00
Handling Difficult Situations 00:03:00
What is ACCRUE? 00:01:00
Power Word Cons 00:02:00
Dealing with Challenging Customers
Module Introduction (Dealing with Challenging Customers) 00:01:00
Introduction to Challenging Customers 00:01:00
What is a Challenging Customer? 00:01:00
What Do You Do? 00:02:00
Phrases to Avoid 00:02:00
Acknowledge Your Customer’s Frustration 00:02:00
Set Expectations 00:01:00
Additional Strategies 00:01:00
Submit Your Assignment 00:00:00
Certification 00:00:00

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