Soft Skills for Support Agents | IT | Customer Support

Overview

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.

Syllabus

• Introduction to Soft Skills
Definition and Importance of Soft Skills
How Soft Skills Enhance Technical Support
• Communication Skills
Active Listening
Clear and Concise Dialogues
Emotional Intelligence in Communication
Non-Verbal Communication Cues
• Customer Relationship Management
Building Rapport with Customers
Empathy and Personalization in Customer Service
Managing Difficult Conversations
• Problem-Solving Skills
Identifying and Analyzing Customer Issues
Innovative Thinking in Technical Support
• Time Management and Efficiency
Prioritizing Tasks and Customer Queries
Efficient Follow-up Strategies
• Teamwork and Collaboration
Cooperating with Technical Teams
Inter-Departmental Communication
• Adaptability and Continuous Learning
Handling Change and Uncertainty
Keeping Up with Technological Advances
• Stress Management and Resilience
Techniques for Managing Stressful Situations
Building Resilience in Customer Support
• Professionalism and Ethics
Maintaining Professional Boundaries
Ethical Considerations in Customer Support
• Review and Application
Case Studies and Real-World Scenarios
Role-Playing Exercises to Practice Soft Skills
• Conclusion and Next Steps
Personal Improvement Plans
Resources for Further Learning

Taught by

Robert Hean

Subjects

Personal Development