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.