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.
Assessment
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.
Certification
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 | ||
| Assessment | |||
| Submit Your Assignment | 00:00:00 | ||
| Certification | 00:00:00 | ||
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