Communications and Support Specialist Certificate Program

Smiling worker doing her job with a headset while looking at the cameraIt costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and excel in meeting the needs of its existing customers.

In this program, students are taught the skills needed to effectively communicate with customers in the capacity of sales, service, and technical support.  Students will learn techniques for effective sales by identifying how to assess customer needs and offer solutions to address those needs.  Students will also learn techniques for providing excellent customer service and for handling difficult customers and/or situations.

In addition, students will learn skills for providing technical support to customers including Apple Safari for End Users and MAC OS X for End Users. Students will also learn the importance of, and gain valuable skills for, conducting themselves professionally.

Today’s company support centers have a vital role to play in ensuring customers’ needs are addressed in an effective, efficient manner.  In this course, students will learn about the role of client support and the environment in which duties are performed as well as service level commitments, ethics, and expected attitudes.  In addition to the skills referenced above, students will acquire skills in effective communication, complaint handling, and problem-solving while ensuring a strong client focus.

To learn more about our Communications and Support Specialist Certificate Program,
‘Click Here’ to contact us today.

Upon completion of this program, students are expected to be able to:

Acquire skills in Apple Safari and MAC OS X to support end users

Troubleshoot computer hardware, operating systems, and networks

Apply strategies to diffuse hostile customer support interactions

Apply excellent customer service practices

Identify five skill categories for improved communication

Classify the five key elements in the sales process

Communications and Support Specialist Certificate Program – Topics Include:


Sales Foundations

Solution Selling

Negotiation Skills

Performance under Pressure

Computing & Networking Fundamentals

Computer Support Essentials


Apple Safari for End Users

MAC OS X for End Users

Business Professionalism

Problem Solving and Decision Making

Goals and Accountability

Business Ethics


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