Dell Technologies Customer Service for Technical Support

This course is part of Dell Technologies Technical Customer Support Specialist Professional Certificate

Instructor: Develop with Dell

Access provided by ExxonMobil

4 modules

Gain insight into a topic and learn the fundamentals.

21 reviews

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

4 modules

Gain insight into a topic and learn the fundamentals.

21 reviews

Beginner level

Recommended experience

1 week to complete

at 10 hours a week

Flexible schedule

Learn at your own pace

Skills you'll gain

Details to know

Shareable certificate

Add to your LinkedIn profile

Assessments

11 assignments¹

AI Graded see disclaimer

Taught in English

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Build your Cloud Computing expertise

This course is part of the Dell Technologies Technical Customer Support Specialist Professional Certificate

When you enroll in this course, you'll also be enrolled in this Professional Certificate.

Learn new concepts from industry experts
Gain a foundational understanding of a subject or tool
Develop job-relevant skills with hands-on projects
Earn a shareable career certificate from Dell

There are 4 modules in this course

This course is designed for aspiring IT professionals who are eager to excel in the dynamic field of technical support. No previous experience is necessary. This course is aimed at equipping participants with the essential skills and knowledge to navigate the complexities of customer service, operational procedures, and performance enhancement in the IT sector.

Throughout the course, learners will be introduced to a variety of techniques for identifying and addressing customer expectations, ensuring that they can deliver service that not only meets but exceeds customer needs. In addition, participants will delve into the best practices that govern operational procedures in IT settings, gaining insights into how to maintain high standards of service delivery. Finally, the course will explore strategies for continuous improvement, empowering learners to leverage common performance metrics to drive personal and organizational growth. This course is a part of the Dell Technologies Technical Customer Support Specialist professional certificate curriculum.

In this module, you’ll learn essential customer service skills. Discover how to create a positive customer experience during phone calls. Explore techniques for identifying and addressing customer expectations through effective questioning and communication. Additionally, gain the ability to handle disagreements with customers and escalate when needed.

What's included

5 videos2 readings3 assignments1 discussion prompt

5 videos Total 26 minutes

Course Welcome 1 minute
Addressing Customer Expectations 7 minutes
Addressing Problems, Concerns and Requests 6 minutes
Empathy and Transparency 6 minutes
Developing a Customer Experience Mindset 7 minutes

2 readings Total 20 minutes

Customer Service for Tech Support Specialists 10 minutes
Principles of Customer Service Recap 10 minutes

3 assignments Total 105 minutes

Customer Service Quiz 30 minutes
Customer Experience Reflection 30 minutes
Principles of Customer Service Assessment 45 minutes

1 discussion prompt Total 10 minutes

Balancing Automation and Personalization 10 minutes

This module provides participants with essential knowledge and skills for effectively managing customer complaints. The module focuses on assessing various strategies to address customer concerns, resolve issues, and maintain positive customer relationships. Participants will learn practical techniques to handle complaints efficiently and enhance overall operational effectiveness.

What's included

5 videos2 readings3 assignments

5 videos Total 27 minutes

Complaint Resolution Process 6 minutes
Listening to Your Customer 5 minutes
Resetting Expectations 6 minutes
Combatting Horror Stories 6 minutes
Customer Positions 4 minutes

2 readings Total 20 minutes

Customer Persona Exercise Exemplar 10 minutes
Operational Procedures Recap 10 minutes

3 assignments Total 130 minutes

Customer Handling Quiz 40 minutes
Customer Persona Exercise 30 minutes
Operational Procedures Assessment 60 minutes

This week focuses on the methods, strategies, and processes companies use to create and maintain strong connections with their customers. Participants will explore the critical importance of fostering loyalty and trust.

What's included

2 videos3 readings3 assignments

2 videos Total 13 minutes

Building Rapport 5 minutes
Active Listening for Tech Support 8 minutes

3 readings Total 30 minutes

Delivering Great Customer Experience 10 minutes
Building Rapport Exercise Exemplar 10 minutes
Building Customer Relationships Recap 10 minutes

3 assignments Total 105 minutes

Building Rapport Exercise 30 minutes
Building Relationships Quiz 30 minutes
Building Relationships Assessment 45 minutes

This module focuses on understanding key performance metrics in customer service. You will learn about various metrics used to evaluate customer service performance and how to interpret them. Additionally, we will explore strategies for identifying areas of improvement, implementing changes, and measuring the impact of those changes.