Title: Customer Support
Course: CTS1131 Hardware Configuration > Section: Module 4 – Customer Support

Introduction

Whether you become employed as a help desk support technician in an IT department or you choose to start your own sales and service company customer support is a critical phase of your job responsibilities. Identifying client issues often requires skills that must be developed to be able to interact with people that are often upset, angry or unable to describe clearly what problems they are experiencing. In addition, regardless of your employment you will be required to document what you have serviced and possibly create an invoice for your service. In this module you will learn how to interact with clients and create a support process that insures quality customer service.

Objectives

At the end of this module you will be able to:

- Describe customer service job roles and responsibilities
- Describe record keeping and documentation tools
- Create good service customer procedures
- Describe how to deal with difficult customers or clients

Readings & Resources

Textbook: Chapter 7 Satisfying Customer Needs pp. 301-338