This course introduces customer service skills and support techniques important in the growing IT support industry. Students will explore strategie for dealing effectively and apporpriately with customers in face-to-face, phone, or written communication, while completing projects that cover active listening, effective communication, problem solving, stress and time management, and team building. Students will have a chance to develop these skills and apply them in a variety of settings to support their technical knowledge and develop the ability to share this knowledge with customers. This course covers many of the Help Desk Institute's, Help Desk Analyst certification objectives. Text: approx. $100