Customer And User Communication For Support

  1. 1.Explaining It Accurately Isn't the Same as Being Understood
  2. 2.Translating Technical Findings Into Plain Language
  3. 3.Setting Expectations Before You Start
  4. 4.Reading and De-escalating an Upset User
  5. 5.Delivering Bad News: When You Can't Fix It (or Can't Fix It Fast)
  6. 6.Written vs. Verbal: Choosing the Right Channel
  7. 7.Saying No Without Making the User Feel Dismissed
  8. 8.Communicating Across Skill Levels in the Same Conversation
  9. 9.Tone in Writing: Why the Same Words Can Land Differently
  10. 10.Capstone — Three Communication-Heavy Support Interactions, Start to Finish
Read as One Page
Customer/User Communication for Support — Complete Course
PDF Downloads
Customer_User_Communication_for_Support_Course.pdf
Exercise Solutions
usercomm1-1_challenge1.txtusercomm1-1_challenge2.txtusercomm1-1_challenge3.txtusercomm1-2_challenge1.txtusercomm1-2_challenge2.txtusercomm1-2_challenge3.txtusercomm1-3_challenge1.txtusercomm1-3_challenge2.txtusercomm1-3_challenge3.txtusercomm1-4_challenge1.txtusercomm1-4_challenge2.txtusercomm1-4_challenge3.txtusercomm1-5_challenge1.txtusercomm1-5_challenge2.txtusercomm1-5_challenge3.txtusercomm1-6_challenge1.txtusercomm1-6_challenge2.txtusercomm1-6_challenge3.txtusercomm1-7_challenge1.txtusercomm1-7_challenge2.txtusercomm1-7_challenge3.txtusercomm1-8_challenge1.txtusercomm1-8_challenge2.txtusercomm1-8_challenge3.txtusercomm1-9_challenge1.txtusercomm1-9_challenge2.txtusercomm1-9_challenge3.txtusercomm1-10_challenge1.txtusercomm1-10_challenge2.txtusercomm1-10_challenge3.txt