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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+ 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. |
Assumed Knowledge
You should have successfully completed a "PC Fundamentals" course or be confident in the following in order to gain maximum benefit from reading this course: You can use a keyboard and mouse, recognise the main components of a PC and different data media such as floppy disks, CD-ROM, etc. You can understand DOS file naming conventions and directory structures, you are familiar with Windows and Windows applications, you can use Windows File Manager or Explorer to create directories and sub-directories; and move, copy or rename files and directories. You can use the DOS DIR, COPY, REN, DEL, MD, CD and RD commands and the DOS editor to create text and batch files. |
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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Other Customer Service Issues
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Other Customer Service Issues
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Handling Customer Complaints
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Handling Customer Complaints
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