Customer Service Fundamentals

Module 1: Communication Skills

Module 1 of the course focuses on building rapport with callers, clear communication, problem understanding, and the importance of collaboration in the workplace. Through interactive exercises and assessments, you will hone your communication skills and gain the ability to handle various customer scenarios effectively.

Module 2: Personality

Explore the role of patience, empathy, positivity, and curiosity in understanding customer behaviors and building meaningful connections. This module will equip you with the essential traits and characteristics required to excel in customer service and support roles.

Module 3: Problem Solving

Delve into effective information seeking, memory improvement, root cause analysis, and working with angry callers. This module will enhance your problem-solving capabilities and equip you with the skills to handle complex customer issues with confidence and proficiency.

Module 4: Process Control

Gain insights into service level agreements, time management, ticketing systems, and the use of ITSM tools. This module will provide you with a comprehensive understanding of process control, ensuring you are equipped to meet service standards and effectively manage customer interactions in an IT support environment.