Title: Learning Objectives
Course: Personal Computer Help Desk (25366) > Section: Competency Modules

In this chapter, students will be able to:

- Explain the importance of communication and interpersonal skills and customer service relationships for support agents.
- Explain reasons support agents must listen and read carefully.
- Describe how agents build and communicate understanding.
- Value of important aspects of effective speaking and nonverbal communication.
- Analyze how support agents develop a personal communication style.
- Assess strategies support agents use for telephone communications.
- Indicate how support agents develop an incident management strategy.
- Develop an understanding of different personality types and work styles can help an agent.
- Assess strategies support agents use to handle difficult client.
- Create guidelines for client-friendly communications on user support Web sites.
- Evaluate how to build excellent customer service.