IT Customer Service Skills (SF) (Synchronous and Asynchronous E-Learning)

About This Course

At the end of this module, the learner should be able to gain the following:
Knowledge
 Define the core priorities and key responsibilities of the IT Support role
 Learn basic stages of case management, from initial receipt of a support call through solution development and closure
 Learn an appreciation for the communication skills that a successful support agent needs
 Learn importance of maintaining complete, detailed, and accurate documentation
 Learn an in-depth knowledge of the steps involved in troubleshooting a customer issue throughout its life cycle
 Review the typical key performance indicators that are used to track the success of the support organization and the individual professionals or agents
Skills
 Provide professional IT customer support
 Examine ways to connect with your customer
 Dealing with challenging customers and how to defuse a customer’s anger
 Developing analytical solutions, troubleshooting best practices, how to manage customer expectation