To support our site, Class Central may be compensated by some course providers.

IT Support: Communication

Microsoft via edX

students interested
  • Provider edX
  • $ Cost Free Online Course
  • Session Self Paced
  • Language English
  • Certificate $99 Certificate Available
  • Effort 3-4 hours a week
  • Start Date
  • Duration 5 weeks long

Taken this course? Share your experience with other students. Write review

This course is part of the Microsoft Professional Program Certificate in IT Support.

This course provides 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 develop a rapport with your customer. You then examine ways to connect with your customer through phone, email, chat, and social media, including a demonstration of empathy and communicating at the customer’s level of expertise. Finally, you examine how to deal with challenging customers and how to defuse a customer’s anger. At the completion of the course, you will have a greater appreciation for the communication skills that a successful support agent needs to develop.

This is the second in a series of four courses that are targeted to individuals who are considering a move into IT Support.

Taught by

Bernie Lawrence

Highest Rated Courses

Reviews for edX's IT Support: Communication
Based on 0 reviews

  • 5 star 0%
  • 4 star 0%
  • 3 star 0%
  • 2 star 0%
  • 1 star 0%

Did you take this course? Share your experience with other students.

Write a review

Class Central

Get personalized course recommendations, track subjects and courses with reminders, and more.