Hlp Dsk Cncpts & Cust. Serv. (CIS-140)
This course provides an overview of the topics relevant to working at a help desk including customer service skills. Topics discussed in this course include: help desk concepts, roles and responsibilities, help desk operations, help desk processes and procedures, tools and technologies, performance measures, ergonomics, customer satisfaction, listening and communications skills, handling difficult customers, solving and preventing problems, and more. 3 lecture hours and 1 laboratory hour per week. 3 credit hours.