Acerca de este Curso

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Resultados profesionales del estudiante

35%

comenzó una nueva carrera después de completar estos cursos

30%

consiguió un beneficio tangible en su carrera profesional gracias a este curso
Certificado para compartir
Obtén un certificado al finalizar
100 % en línea
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Fechas límite flexibles
Restablece las fechas límite en función de tus horarios.
Nivel principiante
Aprox. 20 horas para completar
Inglés (English)

Habilidades que obtendrás

Process ManagementCommunicationProblem SolvingIT Customer Support

Resultados profesionales del estudiante

35%

comenzó una nueva carrera después de completar estos cursos

30%

consiguió un beneficio tangible en su carrera profesional gracias a este curso
Certificado para compartir
Obtén un certificado al finalizar
100 % en línea
Comienza de inmediato y aprende a tu propio ritmo.
Fechas límite flexibles
Restablece las fechas límite en función de tus horarios.
Nivel principiante
Aprox. 20 horas para completar
Inglés (English)

Instructor

ofrecido por

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IBM

Programa - Qué aprenderás en este curso

Calificación del contenidoThumbs Up97%(3,916 calificaciones)Info
Semana
1

Semana 1

6 horas para completar

Communication Skills

6 horas para completar
16 videos (Total 46 minutos), 5 lecturas, 12 cuestionarios
16 videos
Welcome to Module 11m
How do I begin to build rapport with callers?5m
Why is it SO important to smile?3m
Why is tone so important?2m
Why are nonverbal cues important?3m
What strategies should I use to understand the problem the customer is experiencing?1m
How do I ask clear and concise questions?3m
Why is it important to keep things simple?2m
How do I get to the facts so I can lead customers through a fact-based problem resolution?4m
What is Information Overload and how can I help customers who are experiencing it?2m
How do I prevent and fix Information Overload?2m
How do I make no sound like yes?2m
How do I adapt to the caller's skill level?2m
How do I take ownership of the caller's problem?2m
Why is collaboration in the workplace important?1m
5 lecturas
Introductory Material2m
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
7 ejercicios de práctica
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Describe the Differences You Hear Between Each Call.30m
Identify Questioning Strategies5m
Lessons 1 and 2 Review14m
Identify the Art of Saying No5m
Identify Ownership5m
Module 1 Review15m
Semana
2

Semana 2

5 horas para completar

Personality

5 horas para completar
11 videos (Total 43 minutos), 4 lecturas, 14 cuestionarios
11 videos
Can being empathetic help keep situations from escalating?3m
Can the contagious nature of positivity help you build meaningful connections?4m
How can I become a highly focused agent?5m
Is persistence the path to successful resolutions?3m
What does fear have to do with it?3m
How can curiosity help me bridge knowledge gaps?4m
What are the characteristics of a willing learner?3m
Why is the innate desire to help essential in customer support?3m
Why is it important to ask for help at work?2m
Why is teamwork essential for a seamless and unified level of service?3m
4 lecturas
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
8 ejercicios de práctica
Is this Customer Support Agent Patient?5m
Identify the Display of Empathy5m
Do You Hear a Positive Attitude?5m
Think about Focus2m
Lesson 1 and 2 Quiz30m
Identify High CQ30m
Identify the Natural Helper5m
Module 2 Review22m
Semana
3

Semana 3

5 horas para completar

Problem Solving

5 horas para completar
12 videos (Total 45 minutos), 4 lecturas, 10 cuestionarios
12 videos
How do I tell good and bad resources apart?3m
How can I use my technical skills to improve my information seeking behaviors?1m
What are resource libraries, and why are they important?3m
How can I improve my memory?4m
How do I organize my resource library?2m
What does being a scientist have to do with being a good call center agent?3m
How do I get to the root cause of a problem?3m
How can I confirm that my proposed resolution works and my customer is satisfied?2m
What do I need to know to understand my customers' needs?2m
How do I communicate that I understand the impact of a customer issue?2m
How do I effectively work with angry callers?5m
4 lecturas
Further Reading2m
Further Reading10m
Further Reading2m
Further Reading2m
6 ejercicios de práctica
Which Information Seeking Model is being Used?30m
Identify the Use of Background Knowledge2m
Lessons 1 and 2 Review15m
The Scientific Method5m
Reflect On Problem Impact30m
Module 3 Review22m
Semana
4

Semana 4

5 horas para completar

Process Control

5 horas para completar
13 videos (Total 59 minutos), 5 lecturas, 8 cuestionarios
13 videos
How do I effectively manage my time?4m
What are service standards?5m
What information should be documented?5m
What are call flow standards?5m
Why is it important to follow up with customers?2m
What Are Ticketing Systems and What Are their Benefits?6m
What are some shortcut techniques agents can use to provide faster service?4m
How can ServiceNow or ITSM tools help agents manage their ticket queue?5m
Why are typing skills important in Customer Service?4m
What can I do to enhance my verbal communication skills?3m
What terms are specific to processes and methodologies used in customer service?2m
What is the KCS methodology?2m
5 lecturas
Further Reading2m
Further Reading2m
Further Reading2m
Technical Terminology Glossary10m
Further Reading2m
4 ejercicios de práctica
Lessons 1 and 2 Review15m
How many words do you type per minute?30m
Test Your Knowledge15m
Module 4 Review21m

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