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, you will receive an email notification from Acclaim with instructions for claiming the badge. Upon accepting your badge, it will be necessary to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt-in to other communications and features, as well as take advantage of features allowing you to share your badge to social media and other destinations.
Certificado profesional de Especialista en compromiso con el cliente de IBM
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Habilidades que obtendrás
Programa - Qué aprenderás en este curso
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.
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.
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.
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.
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Preguntas Frecuentes
¿Puedo acceder a una vista preliminar del curso antes de inscribirme?
Sí, puedes acceder a una vista preliminar del primer video y ver el programa antes de inscribirte. Debes comprar el curso para acceder a contenido que no está incluido en la vista preliminar
¿Cuándo podré acceder a las lecciones y tareas?
Si decides inscribirte en el curso antes de la fecha de inicio de la sesión, tendrás acceso a todos los videos y las lecturas de la lección para el curso. Podrás enviar tareas en cuanto comience la sesión.
¿Qué recibiré cuando me inscriba?
Una vez que te inscribes y comienza la sesión, tendrás acceso a todos los videos y otros recursos, incluidos artículos de lectura y el foro de debate del curso. Podrás ver y enviar tareas de práctica y completar tareas con calificación obligatorias para obtener un título y un Certificado de curso
¿Cuándo recibiré mi Certificado de curso?
Si completas el curso de manera correcta, tu Certificado de curso electrónico se agregará a la página Logros. Desde allí, puedes imprimir tu Certificado de curso o agregarlo a tu perfil de LinkedIn
¿Por qué no puedo participar como oyente en este curso?
Este curso es uno de los pocos que se ofrecen en Coursera que está actualmente disponible solo para estudiantes que pagaron o que recibieron ayuda económica, si está disponible.
¿Cuál es la política de reembolsos?
¿Hay ayuda económica disponible?
When will I receive my IBM Customer Engagement Professional Certificate?
Upon successful completion of the course, you will receive an email notification from Acclaim with instructions for claiming the badge. Upon accepting your badge, it will be necessary to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt-in to other communications and features, as well as take advantage of features allowing you to share your badge to social media and other destinations.
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