This course is designed for aspiring IT professionals who are eager to excel in the dynamic field of technical support. No previous experience is necessary. This course is aimed at equipping participants with the essential skills and knowledge to navigate the complexities of customer service, operational procedures, and performance enhancement in the IT sector.
Throughout the course, learners will be introduced to a variety of techniques for identifying and addressing customer expectations, ensuring that they can deliver service that not only meets but exceeds customer needs. In addition, participants will delve into the best practices that govern operational procedures in IT settings, gaining insights into how to maintain high standards of service delivery. Finally, the course will explore strategies for continuous improvement, empowering learners to leverage common performance metrics to drive personal and organizational growth.
This course is a part of the Dell Technologies Technical Customer Support Specialist professional certificate curriculum.
Overview
Syllabus
- Principles of Customer Service
- In this module, you’ll learn essential customer service skills. Discover how to create a positive customer experience during phone calls. Explore techniques for identifying and addressing customer expectations through effective questioning and communication. Additionally, gain the ability to handle disagreements with customers and escalate when needed.
- Operational Procedures
- This module provides participants with essential knowledge and skills for effectively managing customer complaints. The module focuses on assessing various strategies to address customer concerns, resolve issues, and maintain positive customer relationships. Participants will learn practical techniques to handle complaints efficiently and enhance overall operational effectiveness.
- Building Customer Relationships
- This week focuses on the methods, strategies, and processes companies use to create and maintain strong connections with their customers. Participants will explore the critical importance of fostering loyalty and trust.
- Metrics and Continuous Improvement
- This module focuses on understanding key performance metrics in customer service. You will learn about various metrics used to evaluate customer service performance and how to interpret them. Additionally, we will explore strategies for identifying areas of improvement, implementing changes, and measuring the impact of those changes.
Taught by
Develop with Dell
