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There are many excellent online courses. This has been hugely beneficial in my day to day work.
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- Louise Nolan
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A+ Syllabus 10 - Module 9 - Customer Service Techniques
Course Aims
At the end of this course you will be able to: describe the principles that are important in a basic approach to customer queries; describe the type of words, inflection, tone and body language that should be used when communicating with a customer. This set of modules will prepare the reader for the exam 220-301. |
Assumed Knowledge
At the end of this course you will be able to: describe at least four uses for a LAN; describe the difference between a peer-to-peer and a server network; define the terms Bus, Star and Ring topology; describe the CSMA/CD and Token Passing access methods. |
Course Audience
This is the essential foundation course for newcomers to PC support and provides readers with the necessary training to ensure proficiency in PC installation and troubleshooting skills. |
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Table of Contents
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Customer Service Skills
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Basic Approach
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Customer Guidance and Giving Feedback
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Customer Guidance and Giving Feedback
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Communication with a Customer
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Body Language and Dress Code
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Other Customer Serice Issues
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Punctuality and Accountability
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Flexibility and Compromise
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Handling Customer Complaints
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Handling Customer Complaints
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Review
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Glossary
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