154-101 IT Customer Support

• Unit 1 Customer Service
• Rules of Conduct
• Mystery Shopper
• Difficult People
• Telephone Skills


• Unit 2 Documentation
  • Technical Writing Introduction
  • Writing for End Users
  
  
• Unit 3 Training
  • Training Information
  • Training Computer Users
  
  

• Syllabus



• Schedule



• Assignments



• Miscellaneous