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Assessments

11 assignments

Taught in English

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This course is part of the Dell Technologies Technical Customer Support Specialist Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

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There are 4 modules in this course

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.

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.

What's included

5 videos2 readings3 assignments1 discussion prompt

5 videosTotal 26 minutes

Course Welcome1 minutePreview module
Addressing Customer Expectations6 minutes
Addressing Problems, Concerns and Requests5 minutes
Empathy and Transparency5 minutes
Developing a Customer Experience Mindset7 minutes

2 readingsTotal 20 minutes

Customer Service for Tech Support Specialists10 minutes
Principles of Customer Service Recap10 minutes

3 assignmentsTotal 105 minutes

Principles of Customer Service Assessment45 minutes
Customer Service Quiz30 minutes
Customer Experience Reflection30 minutes

1 discussion promptTotal 10 minutes

Balancing Automation and Personalization10 minutes

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.

What's included

5 videos2 readings3 assignments

5 videosTotal 27 minutes

Complaint Resolution Process6 minutesPreview module
Listening to Your Customer4 minutes
Resetting Expectations5 minutes
Combatting Horror Stories6 minutes
Customer Positions3 minutes

2 readingsTotal 20 minutes

Customer Persona Exercise Exemplar10 minutes
Operational Procedures Recap10 minutes

3 assignmentsTotal 130 minutes

Operational Procedures Assessment60 minutes
Customer Handling Quiz40 minutes
Customer Persona Exercise30 minutes

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.

What's included

2 videos3 readings3 assignments

2 videosTotal 13 minutes

Building Rapport5 minutesPreview module
Active Listening for Tech Support7 minutes

3 readingsTotal 30 minutes

Delivering Great Customer Experience10 minutes
Building Rapport Exercise Exemplar10 minutes
Building Customer Relationships Recap10 minutes

3 assignmentsTotal 105 minutes

Building Relationships Assessment45 minutes
Building Rapport Exercise30 minutes
Building Relationships Quiz30 minutes

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.