Об этом курсе
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Прибл. 12 часа на выполнение

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Доступные языки

Английский

Субтитры: Английский...
100% online

100% online

Начните сейчас и учитесь по собственному графику.
Гибкие сроки

Гибкие сроки

Назначьте сроки сдачи в соответствии со своим графиком.
Начальный уровень

Начальный уровень

Часов на завершение

Прибл. 12 часа на выполнение

Предполагаемая нагрузка: 12 hours/week...
Доступные языки

Английский

Субтитры: Английский...

Программа курса: что вы изучите

Неделя
1
Часов на завершение
5 ч. на завершение

Communication Skills

Learners will be introduced to the work environment by exploring the importance of building rapport and maintaining a positive tone while communicating with customers. Learners will understand the value and demonstrate the ability to use clear and concise communication skills. Learners will also explore insider secrets to success, such as the art of saying "No" and how to use collaboration with colleagues to improve the overall work experience. Throughout the module learners will practice and apply newly acquired knowledge. ...
Reading
16 видео (всего 46 мин.), 5 материалов для самостоятельного изучения, 11 тестов
Video16 видео
Welcome to Module 11мин
How do I begin to build rapport with callers?5мин
Why is it SO important to smile?3мин
Why is tone so important?2мин
Why are nonverbal cues important?3мин
What strategies should I use to understand the problem the customer is experiencing?1мин
How do I ask clear and concise questions?3мин
Why is it important to keep things simple?2мин
How do I get to the facts so I can lead customers through a fact-based problem resolution?4мин
What is Information Overload and how can I help customers who are experiencing it?2мин
How do I prevent and fix Information Overload?2мин
How do I make no sound like yes?2мин
How do I adapt to the caller's skill level?2мин
How do I take ownership of the caller's problem?2мин
Why is collaboration in the workplace important?1мин
Reading5 материала для самостоятельного изучения
Introductory Material2мин
Further Reading2мин
Further Reading2мин
Further Reading2мин
Further Reading2мин
Quiz6 практического упражнения
Describe the Differences You Hear Between Each Call.2мин
Identify Questioning Strategies5мин
Lessons 1 and 2 Review14мин
Identify the Art of Saying No5мин
Identify Ownership5мин
Module 1 Review15мин
Неделя
2
Часов на завершение
5 ч. на завершение

Personality

Learners will explore the personality traits that are recognized as leading indicators of success in the field of customer support. Learners will identify basic characteristics for each personality trait and evaluate their own strengths and weaknesses. They will reflect on recommended strategies to develop traits within themselves and will practice and apply newly acquired knowledge by reacting to and resolving authentic call center problems. ...
Reading
11 видео (всего 43 мин.), 4 материалов для самостоятельного изучения, 14 тестов
Video11 видео
Can being empathetic help keep situations from escalating?3мин
Can the contagious nature of positivity help you build meaningful connections?4мин
How can I become a highly focused agent?5мин
Is persistence the path to successful resolutions?3мин
What does fear have to do with it?3мин
How can curiosity help me bridge knowledge gaps?4мин
What are the characteristics of a willing learner?3мин
Why is the innate desire to help essential in customer support?3мин
Why is it important to ask for help at work?2мин
Why is teamwork essential for a seamless and unified level of service?3мин
Reading4 материала для самостоятельного изучения
Further Reading2мин
Further Reading2мин
Further Reading2мин
Further Reading2мин
Quiz8 практического упражнения
Is this Customer Support Agent Patient?5мин
Identify the Display of Empathy5мин
Do You Hear a Positive Attitude?5мин
Think about Focus2мин
Lesson 1 and 2 Quiz24мин
Identify High CQ2мин
Identify the Natural Helper5мин
Module 2 Review22мин
Неделя
3
Часов на завершение
4 ч. на завершение

Problem Solving

Learners will discover best practices related to finding and evaluating resources used to assist in the process to solve problems and provide customers with resolutions. Learners will explore various methods of organizing resources so that they can be efficiently retrieved when needed. Through making connections to the Scientific Method, learners will explore a methodical problem-solving process and apply it to real-world situations. ...
Reading
12 видео (всего 45 мин.), 4 материалов для самостоятельного изучения, 10 тестов
Video12 видео
How do I tell good and bad resources apart?3мин
How can I use my technical skills to improve my information seeking behaviors?1мин
What are resource libraries, and why are they important?3мин
How can I improve my memory?4мин
How do I organize my resource library?2мин
What does being a scientist have to do with being a good call center agent?3мин
How do I get to the root cause of a problem?3мин
How can I confirm that my proposed resolution works and my customer is satisfied?2мин
What do I need to know to understand my customers' needs?2мин
How do I communicate that I understand the impact of a customer issue?2мин
How do I effectively work with angry callers?5мин
Reading4 материала для самостоятельного изучения
Further Reading2мин
Further Reading10мин
Further Reading2мин
Further Reading2мин
Quiz6 практического упражнения
Which Information Seeking Model is being Used?2мин
Identify the Use of Background Knowledge2мин
Lessons 1 and 2 Review15мин
The Scientific Method5мин
Reflect On Problem Impact6мин
Module 3 Review22мин
Неделя
4
Часов на завершение
4 ч. на завершение

Process Control

Learners will build on what they learned about communication, personality, and problem-solving from previous modules and begin to apply this in the workplace. Learners will be introduced to the concept of Service Level Agreements and explore how they impact the service industry. Through exploration of standards, learners will begin to understand the value of ticketing systems in monitoring documentation used to support customers. Finally, learners will examine their own technical skills, practice refining their typing and diction skills, learn technical terminology, and explore the KCS methodology....
Reading
13 видео (всего 59 мин.), 5 материалов для самостоятельного изучения, 8 тестов
Video13 видео
How do I effectively manage my time?4мин
What are service standards?5мин
What information should be documented?5мин
What are call flow standards?5мин
Why is it important to follow up with customers?2мин
What Are Ticketing Systems and What Are their Benefits?6мин
What are some shortcut techniques agents can use to provide faster service?4мин
How can ServiceNow or ITSM tools help agents manage their ticket queue?5мин
Why are typing skills important in Customer Service?4мин
What can I do to enhance my verbal communication skills?3мин
What terms are specific to processes and methodologies used in customer service?2мин
What is the KCS methodology?2мин
Reading5 материала для самостоятельного изучения
Further Reading2мин
Further Reading2мин
Further Reading2мин
Technical Terminology Glossary10мин
Further Reading2мин
Quiz4 практического упражнения
Lessons 1 and 2 Review15мин
How many words do you type per minute?2мин
Test Your Knowledge15мин
Module 4 Review21мин

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  • После регистрации на курс и начала сессии вы получаете доступ ко всем видео и другим ресурсам курса, включая материалы для самостоятельного изучения и форумы обсуждений. Вы сможете выполнять тренировочные, а также сдавать обязательные оцениваемые задания и получить сертификат о прохождении курса.

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  • Это один из немногих курсов на Coursera, которые предоставляются только на платной основе. Если вы хотите пройти этот курс, но не можете его оплатить, подайте заявление на получение финансовой помощи.

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