Soft Skills for Support Agents | IT | Customer Support

Partner: Udemy
Affiliate Name:
Area:
Description: Help desk & support agents of all kinds need a strong set of technical skills to support customers and be successful. Their success, however, is highly dependent on their ability to deploy soft skills to manage relationships and connect with customers.This course is designed to provide help desk agents with the soft skills necessary to effectively communicate with customers, manage expectations and deescalate difficult situations.  You'll get an in-depth exploration of soft skills, how they apply to specific methods of communication, how customers get expectations (and how to set them), and how to deal with escalations.Why you should take this courseYou have to handle escalated situations - Escalations are challenging, understanding how they happen, and what to do, makes them a LOT easier to handleYou've never been taught soft skills - Many of us learn soft skills by doing... this works, but can be challenging and can result in gaps in our knowledge.  This course will give you a solid foundation.You're unsure how to apply soft skills to specific communication methods - Emails are different than phone calls. Phone calls aren't the same as video conferencing... and video conferencing is different than in person. Understanding how soft skills apply to each will make you more confident and better able to navigate challenges.You'll learn:Soft Skills Toolkit - Detailed breakdown of important soft skills Help Desk agents need in order to be successful, including soft skills like Empathy, Patience, Proactivity, Teamwork, Saying "I don't know" and Self-care.Setting and Managing Expectations - Learn how customers get expectations for what you'll do for them or how long it takes, how to set an expectation, how to reset it and see how to utilize th
Category: Business > Communication > Soft Skills
Partner ID:
Price: 29.99
Commission:
Source: Impact
Go to Course