It 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.
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:
Performance under Pressure
Computing & Networking Fundamentals
Computer Support Essentials
Apple Safari for End Users
MAC OS X for End Users
Problem Solving and Decision Making
Goals and Accountability