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What you'll learn
Enhance customer communication skills in IT support
Master SLA management techniques
Improve response times and issue resolution
Optimize performance to meet SLA targets
Course content
5sections • 20 lectures • 24 minutes 54 seconds total length
Requirements
  • Basic understanding of IT support services
  • Familiarity with customer service principles
Description

This comprehensive course delves into the critical aspects of customer communication and Service Level Agreement (SLA) management in the realm of IT support and technical assistance. Throughout the course, you will learn effective strategies for communicating with customers, handling inquiries, managing expectations, and resolving issues promptly. Additionally, you will explore the significance of SLAs in ensuring timely and efficient support delivery, understanding SLA metrics, and optimizing performance to meet service level targets.

Master customer communication and SLA management in IT support to enhance service delivery and customer satisfaction.

Tags
Customer CommunicationSLA ManagementIT SupportTechnical Assistance
Instructor

Robert Gracia

AI Expert & Bestselling Instructor

R
4.7 Instructor Rating
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Robert is a passionate and experienced driving instructor with over 10 years of teaching students to prepare for the New York Driver's License exam. As a US citizen, Robert has a deep understanding of the DMV processes and all the requirements needed to obtain a driver's permit and full driver's license in New York. His teaching style blends expert knowledge of the law with practical road safety tips to help students pass their exams with confidence.
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Technical Supportintermediate
Week 4: Customer Communication and SLA Management

Master customer communication and SLA management in IT support to enhance service delivery and customer satisfaction.

0.0(0 reviews)
0 students
20 lessons
5 free lessons

Created by

Robert Gracia

Last updated 10/6/2025English
Disclaimer:This informational course is AI-generated. Please verify the details independently.
  1. Technical Support
  3. intermediate
Week 4: Customer Communication and SLA Management

Week 4: Customer Communication and SLA Management

Master customer communication and SLA management in IT support to enhance service delivery and customer satisfaction.

Technical Supportintermediate
0.0(0 reviews)
0 students
20 lessons
5 free lessons
$2.99$5.99
50% OFF
Robert Gracia

Created by

Robert Gracia

Last updated 10/6/2025English

This course includes:

24 minutes
20 lessons
0 students
Certificate of completion
Level:intermediate
Requirements:
  • • Basic understanding of IT support services
  • • Familiarity with customer service principles
Disclaimer:This informational course is AI-generated. Please verify the details independently.
30-day money-back guarantee
The Role of Communication in IT SupportPreview
2 minutes 1 second
Understanding Your Audience: End Users vs. StakeholdersPreview
1 minute 40 seconds
Technical Jargon: When and How to Use It
1 minute 45 seconds
Foundations Review Quiz
From Incident to Resolution: Ticket Stages
1 minute 50 seconds
Defining and Interpreting SLAs
1 minute 31 seconds
Priority Matrix and Impact/Urgency Assessment
1 minute 45 seconds
Lifecycle & SLA Fundamentals Quiz
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Students also viewed
Week 4: Customer Communication and SLA Management
$2.99$5.99
50% OFF

This course includes:

24 minutes 54 seconds
20 lessons
0 students
Certificate of completion
Level:intermediate
Requirements:
  • • Basic understanding of IT support services
  • • Familiarity with customer service principles
30-day money-back guarantee
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