WSQ IT Customer service (SF) (Synchronous and Asynchronous E-Learning)
About This Course
The "IT Customer Service" module equips learners with essential knowledge and skills for excelling in customer service roles within the IT industry.
Participants will gain a deep understanding of the support agent role and effective customer management strategies. They will develop skills in troubleshooting IT issues, diagnosing problems, and implementing appropriate solutions. Emphasis will be placed on documenting cases and knowledge management to facilitate efficient information sharing and problem-solving.
The module also covers performance measures and indicators, enabling learners to evaluate service quality and identify areas for improvement. They will learn to assess customer satisfaction and implement frameworks to enhance customer service effectiveness.
Through practical projects, learners will apply their knowledge to handle specific customer problems. They will demonstrate their ability to diagnose issues, prioritize tasks, and implement solutions, ensuring customer satisfaction and successful issue resolution.
Upon completion of the module, learners will possess the skills to handle a variety of customer issues effectively. They will excel in managing customers, troubleshooting IT problems, documenting cases, and utilizing knowledge management practices. Additionally, they will have a solid understanding of performance measurement and its role in improving customer service quality. These skills will enable learners to provide exceptional IT customer service and contribute to the success of organizations in meeting customer needs and satisfaction.
What You'll Learn
Duration of this course is 60.5
Instructional Units
1. Support Agent Role
2. Managing Customers
3. IT Support Troubleshooting
4. Documenting Cases and Knowledge Management
5. Performance Measures and Indicators
Learning outcomes related to knowledge:
1. Acquire a deep understanding of the support agent role and effective customer management strategies within the IT industry.
2. Gain knowledge in troubleshooting IT issues, diagnosing problems, and implementing appropriate solutions, with a focus on documentation and knowledge management.
3. Comprehend performance measures and indicators used to evaluate service quality and identify areas for improvement in IT customer service.
Learning outcomes related to skills:
1. Develop proficiency in troubleshooting IT issues and implementing solutions to ensure efficient problem resolution and customer satisfaction.
2. Demonstrate skills in documenting cases and utilizing knowledge management practices to facilitate information sharing and enhance problem-solving efficiency.
3. Acquire the ability to assess customer satisfaction, evaluate service quality using performance measures, and implement frameworks to enhance customer service effectiveness, contributing to organizational success in meeting customer needs and satisfaction.
Entry Requirements
Academic Qualification: Minimum 1 credit in N Level or its equivalent
Experience: Minimum 1 year in any field