Soft Skills for Support Agents | IT | Customer Support

Everyone can benefit from better soft skills | De-Escalation | Expectations | Empathy | Active Listening

What you'll learn
Understand how soft skills make a help desk agent more effective
Effective ways to use soft skills while working on a help desk
Learn why customers become escalated and how to effective manage them
Set and communicate clear expectations around service and followups
Employ self-care to manage your own internal state

Requirements
Experience working on a help desk of any kind will be helpful, but is not necessary

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 the "No Update Update" to maintain a positive interaction even when you don't have anything new to share.Communications Methods and Soft Skills - You'll find yourself using some combination of verbal and written communication while working on a help desk, and this section covers all of them. You'll see how soft skills can improve your in-person (or video) communication, how instant messages differ from emails and why voicemails are still important.Handling Escalated Customers - Get a leg up on one of the hardest parts of working on a help desk - an escalated customer.  You'll understand how escalations occur, how to manage individuals who are escalated and also see how standardizing some responses can help you de-escalate these folks.Who should take this course?Individuals supporting customers - IT help desk, support agents, customer service representatives and more will benefit by building their soft skillsTeam managers or team leads - Team leads will benefit by improving their own soft skills, but also by being able to more effectively pass along those skills to their teamAnyone wanting to become better at working with others - Soft skills aren't just for support teams… everyone can benefit from themThis Soft Skills course is ideal for anyone searching for more info on the following: soft skills - soft skill - soft skill training - - soft skills for help desk -  soft skills training - soft skill development - soft skill course. Plus, this course will be a great addition to anyone trying to build out their knowledge in the following areas: customer service - active listening.Reviews"This course is perfect for IT professionals like me who provide technical support to end-users."

Who this course is for:
Current help desk agents looking to improve their soft skills, Individuals new to working on a help desk, Help desk managers or supervisors looking to improve their teams soft skills, Individuals with strong technical skills looking to work more with customers or teammates, People in a technical field who want to expand their soft skills