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.
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
Comienza de inmediato y aprende a tu propio ritmo.
Fechas límite flexibles
Restablece las fechas límite en función de tus horarios.
Nivel principiante
Aprox. 18 horas para completar
Inglés (English)
Subtítulos: 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. 18 horas para completar
Inglés (English)
Subtítulos: Inglés (English)
ofrecido por
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.
Programa - Qué aprenderás en este curso
5 horas para completar
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.
5 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.2m
Identify Questioning Strategies5m
Lessons 1 and 2 Review14m
Identify the Art of Saying No5m
Identify Ownership5m
Module 1 Review15m
5 horas para completar
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.
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 Quiz24m
Identify High CQ2m
Identify the Natural Helper5m
Module 2 Review22m
4 horas para completar
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.
4 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?2m
Identify the Use of Background Knowledge2m
Lessons 1 and 2 Review15m
The Scientific Method5m
Reflect On Problem Impact6m
Module 3 Review22m
4 horas para completar
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.
4 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?2m
Test Your Knowledge15m
Module 4 Review21m
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?
Puedes solicitar un reembolso completo hasta dos semanas después de tu fecha de pago o (para los cursos que se lanzaron recientemente) hasta dos semanas después del comienzo de la primera sesión del curso, lo que ocurra después. No puedes recibir un reembolso luego de obtener un Certificado de curso, aun cuando completes el curso dentro del período de reembolso de dos semanas. Consulta nuestra política de reembolsos completa.
¿Hay ayuda económica disponible?
Sí, Coursera ofrece ayuda económica a los estudiantes que no pueden pagar la tarifa. Solicítala haciendo clic en el vínculo de Ayuda económica que está debajo del botón 'Inscribirse' a la izquierda. Se te pedirá que completes una solicitud y recibirás una notificación cuando se apruebe. Obtén más información.
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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