http://www.phoenix.edu
Enterprise Computer Support –
it284
(3 credits)
This course is an introduction to the roles, responsibilities, and skills required to become a professional computer support PC Technician and provide exceptional computer support service. This includes the fundamentals of customer service, effective questioning, verbal and non-verbal communication, on-site support, telephone support, remote e-commerce support, and dealing with difficult customers. This course includes remote access to hands-on, real-world customer support issues and scenarios.
This undergraduate-level course is 9
weeks.
To enroll, speak with an Enrollment Advisor.
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Communication Barriers
- Create training materials for new customer support technicians.
- Describe how ownership strategies resolve computer support issues.
- Recall self-control strategies when communicating with a difficult customer.
- Identify customer support skills when working with difficult customers.
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Problem-Solving Strategies
- Identify the four steps of decision making when resolving support service conflicts.
- Apply behavioral and perceptual methods to resolve various support service problems.
- Define problem solving in a computer support environment.
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Electronic Messaging Technologies
- Identify advantages and disadvantages of an ARS.
- Explain the importance of technology within computer support.
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Communication Skills
- Identify active listening skills for resolving computer problems.
- Explain how to ask effective questions in computer support.
- Define techniques for building rapport with customers.
- Compare verbal and nonverbal methods of communication.
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Customer Support Principles
- Analyze trends in the computer support industry.
- Identify methods and tools that enable computer support to satisfy customers.
- Explain the role of the customer support technician.
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Remote Support Technologies
- List steps for selecting and implementing remote computer support technology.
- Identify hardware and software tools for remote computer support.
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Local Support Technologies
- Describe telephone skills used for computer support.
- Identify hardware and software tools for localized computer support.
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Computer Support Employees
- Describe factors that yield employee satisfaction and heightened service quality.
- Differentiate between tasks of a frontline and an internal computer support workforce.
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Customers
- List outcomes of exceptional customer service.
- Identify customer requirements and expectations for support services.
- Compare and contrast external and internal customers in computer support.
- The University of Phoenix reserves the right to modify courses.
- While widely available, not all programs are available in all locations or in both online and on-campus formats. Please check with a University Enrollment Advisor.
- Transferability of credit is at the discretion of the receiving institution. It is the student’s responsibility to confirm whether or not credits earned at University of Phoenix will be accepted by another institution of the student’s choice.
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