Dell Technologies Customer Service for Technical Support
Master key customer service skills for IT support. Learn to exceed expectations, resolve issues efficiently, and apply strategies for continuous improvement.
Master key customer service skills for IT support. Learn to exceed expectations, resolve issues efficiently, and apply strategies for continuous improvement.
This comprehensive course is designed for aspiring IT professionals seeking to excel in technical support. With no previous experience required, it equips participants with essential skills to navigate customer service complexities in the IT sector. Throughout the course, learners will master techniques for identifying and addressing customer expectations, ensuring service delivery that exceeds needs. Participants will explore best practices governing operational procedures in IT environments, gaining insights into maintaining high service standards. The curriculum also covers strategies for continuous improvement, teaching learners to leverage performance metrics for personal and organizational growth. As part of the Dell Technologies Technical Customer Support Specialist professional certificate, this course provides fundamental knowledge for success in technical customer support roles.
Instructors:
English
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What you'll learn
Create positive customer experiences during technical support interactions
Effectively identify and address customer expectations through questioning and communication
Implement strategies to handle disagreements and know when to escalate issues
Apply a structured approach to complaint resolution in technical support scenarios
Develop rapport and trust with customers through active listening and empathy
Analyze customer service metrics to identify areas for improvement
Skills you'll gain
This course includes:
1.43 Hours PreRecorded video
11 assignments
Access on Mobile, Tablet, Desktop
FullTime access
Shareable certificate
Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.
There are 4 modules in this course
This course provides comprehensive training in customer service for technical support professionals. Designed for beginners with no prior experience, the curriculum focuses on developing essential skills to deliver exceptional technical support. The modules cover four key areas: principles of customer service, operational procedures for complaint resolution, building customer relationships, and utilizing metrics for continuous improvement. Throughout the course, learners will master techniques for identifying customer expectations, resolving technical issues effectively, developing rapport with customers, and leveraging performance data to enhance service quality. The hands-on approach includes practical exercises, case studies, and assessments to ensure practical skill development.
Principles of Customer Service
Module 1 · 2 Hours to complete
Operational Procedures
Module 2 · 2 Hours to complete
Building Customer Relationships
Module 3 · 2 Hours to complete
Metrics and Continuous Improvement
Module 4 · 3 Hours to complete
Fee Structure
Instructor
Dell Technologies Empowers Next-Gen Tech Talent Through Comprehensive Development Programs
Dell Technologies' "Develop with Dell" program represents a comprehensive approach to fostering tech talent and career growth. The initiative combines modern on-demand learning experiences with direct expert engagement, offering students and professionals pathways to success in the technology industry. Through their Digital IT organization, Dell has embraced a Product Model approach where developers own applications throughout their lifecycle, supported by sophisticated application intelligence tools and self-service platforms. The company's commitment to professional development is demonstrated through extensive mentorship programs, continuous training, and internal mobility opportunities. Dell also maintains a strong focus on diversity and inclusion, particularly through programs like Dell Career Restart and STEM initiatives aimed at bringing more women into technology careers. Their comprehensive curriculum includes technical support and sales professional tracks, featuring AI-powered simulations, virtual instructor-led training, and hands-on practice opportunities that prepare participants for real-world technology careers
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Frequently asked questions
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