CLD252X – IT Support: Communication – Skills4Ukr Skills Academy

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Welcome to IT Support: Communication 5 Modules

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Before You Start

Welcome to IT Support: Communication

Course Introduction

Course Syllabus and Grading

Discussion Forums and Getting Help

Getting to Know You 2 Modules

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What are your goals for this course?

Pre-Course Survey

Introduction to Effective Communication Strategies 6 Modules

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Module Introduction

Effective Communication Overview

Exercise: Good Communication Skills

How We Communicate

Exercise: Methods of Communication

Review Activity: Effective Communication Strategies

Effective Communication Strategies

Who do Support Agents Communicate With? 5 Modules

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Internal Resources

External Customers

Exercise: With Whom Do We Communicate?

What’s Appropriate to Share with Whom?

Review Activity: Effective Communication Strategies

Develop Rapport with the Customer 7 Modules

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What is Rapport?

Greet and be Respectful

Speech Best Practices

The Trusted Advisor Mindset

Exercise: Gaining the Customer’s Trust

Loyalty Build Model

Review Activity: Developing a Rapport with your Customer

Interpret the Customer’s Message 4 Modules

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Interpreting the True Meaning

Strategies for Interpreting a Message

Ensuring Two-Way Communications

Review Activity: Interpret Your Customer’s Message

Paraphrase the Customer’s Message 10 Modules

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Paraphrase to Clarify Meaning

Use Prompting Statements

Paraphrasing is Not Parroting

Exercise: Parroting vs. Paraphrasing

Use Positive Vocabulary

Keep a Positive Attitude

Avoid Using Jargon

Ask Probing Questions

Exercise: Paraphrasing Strategy

Review Activity: Paraphrasing your Customer’s Message

Module Assessment Exam 1 Module

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Module 1 Assessment Exam

Demonstrating Empathy 7 Modules

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Module Introduction

What is Empathy?

Importance of Demonstrating Empathy

Exercise: Demonstrating Empathy

Demonstrating Empathy Strategy

Exercise: Reacting to an Angry Customer

Review Activity: Demonstrating Empathy

Connecting with the Customer

Chat Etiquette Best Practices 4 Modules

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Chat Etiquette Best Practices

Exercise: Chat Etiquette

The Benefits of Chat Etiquette

Review Activity: Chat Etiquette Best Practices

Communicating at the Customer’s Level of Expertise 5 Modules

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Why Talk Up or Down to the Customer’s Level?

Novice and Expert Customers

Strategies for Communicating with Novice Users

Exercise: Defining a Modem for a Novice User

Review Activity: Communicating at the Customer’s Level of Expertise

Module Assessment Exam 1 Module

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Module 2 Assessment Exam

Implicit and Explicit Messages 9 Modules

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Module Introduction

What are Implicit and Explicit Messages?

Exercise: Explicit Messages

How Emotion Affects Messaging

How Background Affects Messaging

Be a Detective

The Impact of Missing Implicit Messages

Exercise: Identifying and Responding to Implicit and Explicit Messages

Review Activity: Implicit vs. Explicit Messages

Communicating Through Email

Responding to Email Messages 8 Modules

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Responding to Implicit Messages

Exercise: Be Prepared to Deliver Difficult Messages

Issue Specific Situations

Exercise: Identifying Issues that Create Difficult Situations

Exercise: Identifying Other Factors that Create Difficult Situations

Context and Culture

Handling Difficult Situations

Review Activity: Responding to Email Messages

Using ACCRUE Vocabulary when Responding to Messages 5 Modules

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What is ACCRUE?

Examples of ACCRUE Vocabulary

Power Word Cons

Exercise: Identifying Situations and Responding with ACCRUE Vocabulary

Review Activity: Using ACCRUE Vocabulary

Module Assessment Exam 1 Module

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Module 3 Assessment Exam

Challenging Customer Types 6 Modules

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Module Introduction

Types of Challenging Customers

Need-Oriented Difficulty Types

Unhappy Customers

Points to Remember

Review Activity: Challenging Customer Types

Dealing with Challenging Customers

Satisfying a Challenging Customer 9 Modules

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Introduction to Challenging Customers

What is a Challenging Customer?

Review Activity: Satisfying a Challenging Customer

Defusing Anger 9 Modules

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Acknowledge Your Customer’s Frustration

Demonstrate Empathy

Take Ownership of the Issue

Control the Support Session

Ask Probing Questions

Set Expectations

Additional Strategies

Abusive or Threatening Customers

Review Activity: Defusing Anger

Module Assessment Exam 1 Module

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Module 4 Assessment Exam

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CLD252X – IT Support: Communication

Course Content

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