IT Service Desk Conflict Resolution and Empathy
This course equips technical support staff with the soft skills necessary to de-escalate high-tension interactions with clients. It focuses on communication frameworks that prioritize positive service outcomes and user satisfaction.
£250
Certified IT Support Empathy Professional
- Pass mark 70%
- Certificate on completion
- Verifiable public certificate ID
- English · available globally
IT Service Desk Conflict Resolution and Empathy: the short answers
- What is IT Service Desk Conflict Resolution and Empathy?
- This course equips technical support staff with the soft skills necessary to de-escalate high-tension interactions with clients. It focuses on communication frameworks that prioritize positive service outcomes and user satisfaction.
- Who is IT Service Desk Conflict Resolution and Empathy for?
- It is pitched at Foundation level for IT Support Specialists working in IT, and is studied online from any country.
- How long does IT Service Desk Conflict Resolution and Empathy take?
- Around 12 hours of study, plus the assessed assignments and one applied project.
- How is the certification assessed?
- Every assignment and the final project are assessed automatically against the published criteria. The pass mark is 70%, and an item that does not pass can be resubmitted.
- What do I receive when I pass?
- Certified IT Support Empathy Professional, issued as a certificate with a unique ID that employers can check in the public certificate register.
- How much does it cost?
- £250 once, with no subscription.
What you will be able to do
- Implement active listening techniques in technical support calls
- De-escalate frustrated client interactions
- Communicate technical limitations with empathy
- Document incidents to maintain positive client relationships
Written by Dr. Sarah Jenkins, Head of Service Quality. Every submission is assessed automatically against the published criteria for Certified IT Support Empathy Professional, and the certificate is issued the moment the assessment is complete.
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