Global Certificate in Empathetic Tech Support

• Understanding Empathetic Tech Support: This unit will cover the basics of empathetic tech support, including its definition, importance, and benefits. It will also discuss the role of empathy in building positive customer relationships. • Active Listening Skills: This unit will focus on the importance of active listening in tech support and how to effectively practice it to understand customer needs and concerns. • Clear and Concise Communication: This unit will discuss the best practices for clear and concise communication in tech support, including tone, language, and avoiding jargon. • Problem-Solving Techniques: This unit will cover various problem-solving techniques that can be applied to tech support scenarios, such as root cause analysis, logical reasoning, and decision-making. • Customer Service Fundamentals: This unit will review the fundamentals of customer service, including building rapport, handling difficult conversations, and providing solutions that meet customer needs. • Empathy and Cultural Sensitivity: This unit will explore the connection between empathy and cultural sensitivity in tech support and the importance of understanding and respecting cultural differences. • Managing Customer Expectations: This unit will discuss how to manage customer expectations in tech support, including setting realistic timelines, providing regular updates, and following up after the issue has been resolved. • Measuring and Improving Empathetic Tech Support: This unit will cover the various metrics and KPIs that can be used to measure the effectiveness of empathetic tech support and strategies for continuous improvement.