Acerca de este Curso
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Nivel principiante

Aprox. 19 horas para completar

Sugerido: 11 hours/week...

Inglés (English)

Subtítulos: Inglés (English)

Habilidades que obtendrás

Process ManagementProblem SolvingIT Customer SupportCommucation

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. 19 horas para completar

Sugerido: 11 hours/week...

Inglés (English)

Subtítulos: Inglés (English)

Programa - Qué aprenderás en este curso

Semana
1
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.

...
16 videos (Total 46 minutos), 5 readings, 11 quizzes
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
6 ejercicios de práctica
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
Semana
2
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.

...
11 videos (Total 43 minutos), 4 readings, 14 quizzes
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
Semana
3
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.

...
12 videos (Total 45 minutos), 4 readings, 10 quizzes
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
Semana
4
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.

...
13 videos (Total 59 minutos), 5 readings, 8 quizzes
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

Acerca de IBM

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Preguntas Frecuentes

  • 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

  • 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.

  • 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

  • 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

  • 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.

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