Acerca de este curso: There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree. And one of the hottest areas with high demand is in IT customer service and support. It's a perfect entry point to start your career in IT with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support. We can help you get there with the IBM Customer Engagement Specialist Certificate Program. We will help you to build the knowledge and develop the skills needed to be a successful Customer engagement specialist : • Communication Skills which focus on clear concise communication and listening. • Appropriate empathetic behavior such as such as patience, curiosity and willingness to help. • Problem solving to research an issue and help determine an appropriate resolution. • Process adherence to ensure the proper flow and Service Level Agreements are met. The course is divided into 4 modules and you will be assessed and awarded badges along the way! Earn the IBM Soft Skills badge after completing the Communication Skills and Personality modules and the IBM Call Management badge after completing the Problem Solving and Process Control modules. The course also includes interactive training including labs to reinforce all of the components above. At the conclusion of the course, it is recommended to take the final certificate exam which is required in order to receive the official IBM Customer Engagement Specialist Certificate. The final exam is available for remote proctoring via Pearson VUE and details will be shared with you at the conclusion of the course.
Para quién es esta clase: Are you ready to start a career or switch to a new one? This course does not have any prerequisite skills other than a willingness to provide a high-quality customer experience. Individuals who start off as a customer engagement specialist often move in to roles such as customer success specialists after gaining experience.
Creada por: IBM
Enseñado por: IBM Training and Skills
| Nivel | Principiante |
| Idioma | Inglés (English) |
| Cómo aprobar | Aprueba todas las tareas calificadas para completar el curso. |
| Calificaciones del usuario |
Vista preliminar
Programa
SEMANA 1
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.
16 videos, 5 lecturas, 4 cuestionarios de práctica
- Vídeo: Welcome to Module 1
- Reading: Introductory Material
- Vídeo: How do I begin to build rapport with callers?
- Discussion Prompt: What Would You Do to Build Rapport with this Caller?
- Vídeo: Why is it SO important to smile?
- Discussion Prompt: Listen for a Smile!
- Discussion Prompt: Record Yourself Saying "Have a good day!"
- Vídeo: Why is tone so important?
- Practice Quiz: Describe the Differences You Hear Between Each Call.
- Discussion Prompt: Why is Tone SO Important?
- Vídeo: Why are nonverbal cues important?
- Peer Review: Identify Tone in Text-Based Communications
- Discussion Prompt: Put it All Together: Apply Your Learning!
- Reading: Further Reading
- Vídeo: What strategies should I use to understand the problem the customer is experiencing?
- Discussion Prompt: Frustrated Caller
- Peer Review: What Questions Would You Ask?
- Vídeo: How do I ask clear and concise questions?
- Practice Quiz: Identify Questioning Strategies
- Vídeo: Why is it important to keep things simple?
- Peer Review: Internet Connectivity Problems
- Discussion Prompt: Put it All Together: Apply Your Learning!
- Reading: Further Reading
- Vídeo: How do I get to the facts so I can lead customers through a fact-based problem resolution?
- Discussion Prompt: Recap the Facts and Ask Probing Questions
- Vídeo: What is Information Overload and how can I help customers who are experiencing it?
- Discussion Prompt: Identify Information Overload
- Vídeo: How do I prevent and fix Information Overload?
- Discussion Prompt: Accommodate Information Overload
- Discussion Prompt: Put it All Together: Apply Your Learning!
- Reading: Further Reading
- Vídeo: How do I make no sound like yes?
- Practice Quiz: Identify the Art of Saying No
- Vídeo: How do I adapt to the caller's skill level?
- Discussion Prompt: Avoid Language that is Too Technical
- Vídeo: How do I take ownership of the caller's problem?
- Practice Quiz: Identify Ownership
- Peer Review: Take Ownership of a Caller's Problem
- Vídeo: Why is collaboration in the workplace important?
- Discussion Prompt: Learn from Your Colleagues
- Discussion Prompt: Put it All Together: Apply Your Learning
- Reading: Further Reading
Calificado: Lessons 1 and 2 Review
Calificado: Try Saying "No"
Calificado: Module 1 Review
SEMANA 2
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.
11 videos, 4 lecturas, 6 cuestionarios de práctica
- Practice Quiz: Is this Customer Support Agent Patient?
- Peer Review: Practice Patience in a Customer Service Setting!
- Vídeo: Can being empathetic help keep situations from escalating?
- Practice Quiz: Identify the Display of Empathy
- Peer Review: Listen and Respond Empathetically
- Vídeo: Can the contagious nature of positivity help you build meaningful connections?
- Practice Quiz: Do You Hear a Positive Attitude?
- Peer Review: Are You Positive?
- Reading: Further Reading
- Vídeo: How can I become a highly focused agent?
- Practice Quiz: Think about Focus
- Vídeo: Is persistence the path to successful resolutions?
- Discussion Prompt: Learn from Success Stories!
- Peer Review: What's YOUR story?
- Vídeo: What does fear have to do with it?
- Discussion Prompt: Fear Triggers
- Discussion Prompt: What Scares You?
- Reading: Further Reading
- Vídeo: How can curiosity help me bridge knowledge gaps?
- Practice Quiz: Identify High CQ
- Peer Review: What Amazes You?
- Vídeo: What are the characteristics of a willing learner?
- Discussion Prompt: Curiosity vs. Willingness to Learn
- Reading: Further Reading
- Vídeo: Why is the innate desire to help essential in customer support?
- Practice Quiz: Identify the Natural Helper
- Vídeo: Why is it important to ask for help at work?
- Discussion Prompt: Are You Afraid to Ask for Help?
- Vídeo: Why is teamwork essential for a seamless and unified level of service?
- Discussion Prompt: Practice Asking for Help
- Reading: Further Reading
Calificado: Lesson 1 and 2 Quiz
Calificado: What Would You Do?
Calificado: Module 2 Review
SEMANA 3
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.
12 videos, 4 lecturas, 4 cuestionarios de práctica
- Discussion Prompt: How Do YOU Search?
- Practice Quiz: Which Information Seeking Model is being Used?
- Vídeo: How do I tell good and bad resources apart?
- Discussion Prompt: Identify Good Resources
- Vídeo: How can I use my technical skills to improve my information seeking behaviors?
- Practice Quiz: Identify the Use of Background Knowledge
- Discussion Prompt: Put it All Together: Apply Your Learning!
- Reading: Further Reading
- Vídeo: What are resource libraries, and why are they important?
- Discussion Prompt: Plan Your Library
- Vídeo: How can I improve my memory?
- Peer Review: Use Memorization Techniques
- Vídeo: How do I organize my resource library?
- Discussion Prompt: How Should I Chunk My Resource Library?
- Discussion Prompt: Put it All Together: Apply Your Learning!
- Reading: Further Reading
- Vídeo: What does being a scientist have to do with being a good call center agent?
- Practice Quiz: The Scientific Method
- Discussion Prompt: Why is it Important for a Call Center Support Agent to Think and Work Like a Scientist?
- Vídeo: How do I get to the root cause of a problem?
- Peer Review: Get to the Root Cause
- Vídeo: How can I confirm that my proposed resolution works and my customer is satisfied?
- Discussion Prompt: Why Confirm Results
- Reading: Further Reading
- Vídeo: What do I need to know to understand my customers' needs?
- Discussion Prompt: Reflect On Understanding
- Vídeo: How do I communicate that I understand the impact of a customer issue?
- Practice Quiz: Reflect On Problem Impact
- Peer Review: What Would You Say and Do to Convey That You are Aware?
- Vídeo: How do I effectively work with angry callers?
- Discussion Prompt: Break the Anger Cycle
- Reading: Further Reading
Calificado: Lessons 1 and 2 Review
Calificado: Solve the Problem
Calificado: Module 3 Review
SEMANA 4
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.
13 videos, 5 lecturas, 2 cuestionarios de práctica
- Discussion Prompt: Define SLA and KPI Roles
- Peer Review: Resolution Time
- Vídeo: How do I effectively manage my time?
- Discussion Prompt: Where do you need help?
- Reading: Further Reading
- Vídeo: What are service standards?
- Discussion Prompt: Explain the Importance of Service Standards
- Vídeo: What information should be documented?
- Discussion Prompt: The Importance of Documentation
- Vídeo: What are call flow standards?
- Discussion Prompt: Identify the Importance of Call Flow Standards
- Vídeo: Why is it important to follow up with customers?
- Discussion Prompt: Reflect On a Customer Follow-Up Experience
- Reading: Further Reading
- Vídeo: What Are Ticketing Systems and What Are their Benefits?
- Discussion Prompt: Write a Ticket Response
- Vídeo: What are some shortcut techniques agents can use to provide faster service?
- Discussion Prompt: Quick! Find a Shortcut!
- Vídeo: How can ServiceNow or ITSM tools help agents manage their ticket queue?
- Peer Review: Learn Something New about ServiceNow
- Reading: Further Reading
- Vídeo: Why are typing skills important in Customer Service?
- Practice Quiz: How many words do you type per minute?
- Vídeo: What can I do to enhance my verbal communication skills?
- Discussion Prompt: Record Yourself
- Vídeo: What terms are specific to processes and methodologies used in customer service?
- Reading: Technical Terminology Glossary
- Practice Quiz: Test Your Knowledge
- Vídeo: What is the KCS methodology?
- Peer Review: Can you adopt the KCS way of thinking and working?
- Reading: Further Reading
Calificado: Practice Call Scoring
Calificado: Lessons 1 and 2 Review
Calificado: Module 4 Review
Preguntas Frecuentes
Cómo funciona
Coursework
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Connect with thousands of other learners and debate ideas, discuss course material, and get help mastering concepts.
Certificates
Earn official recognition for your work, and share your success with friends, colleagues, and employers.
Creadores
IBM
IBM offers a wide range of technology and consulting services; a broad portfolio of middleware for collaboration, predictive analytics, software development and systems management; and the world's most advanced servers and supercomputers. Utilizing its business consulting, technology and R&D expertise, IBM helps clients become "smarter" as the planet becomes more digitally interconnected. IBM invests more than $6 billion a year in R&D, just completing its 21st year of patent leadership. IBM Research has received recognition beyond any commercial technology research organization and is home to 5 Nobel Laureates, 9 US National Medals of Technology, 5 US National Medals of Science, 6 Turing Awards, and 10 Inductees in US Inventors Hall of Fame.
Tarifa
| Comprar curso | |
|---|---|
| Accede a los materiales del curso | Disponible |
| Accede a los materiales con calificación | Disponible |
| Recibe una calificación final | Disponible |
| Obtén un Certificado de curso para compartir | Disponible |
Calificaciones y revisiones
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DK
Interesting course. I'm learning new things.