IT Support: Communication

Offered by: Microsoft and edX

Course Level 1: Beginner

Estimated Study Time: 50+ hours

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

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