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.
Building Rapport
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Skills You'll Learn
Performance Metric, Customer Relationship Building, Technical Support, Communication Strategies, Customer Complaint Resolution, Client Support, Service Improvement, Customer experience improvement, Customer Service, De-escalation Techniques, Continuous Improvement Process, Expectation Management, Help Desk Support
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From the lesson
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.
Taught By
Develop with Dell