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.
제공자:
- Customer Care Reps
- Customer Service Agents
- Technical Support Associates
- Secretaries
- IT Support
귀하가 습득할 기술
강의 계획 - 이 강좌에서 배울 내용
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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자주 묻는 질문
등록 전에 강좌를 미리 볼 수 있나요?
예. 등록하기 전에 첫 번째 비디오를 미리 보고 강의 계획을 검토할 수 있습니다. 미리 보기에 포함되지 않은 콘텐츠를 이용하려면 강좌를 구매해야 합니다.
강의 및 과제를 언제 이용할 수 있게 되나요?
세션 시작일 전에 강좌에 등록하면 해당 강좌의 모든 강의 비디오 및 읽기 자료에 접근할 수 있습니다. 수업이 시작되면 과제를 제출할 수 있습니다.
등록하면 무엇을 이용할 수 있나요?
등록 후 세션이 시작되면 읽기 자료 항목 및 강좌 토론 포럼을 포함하여 모든 비디오와 기타 리소스를 이용할 수 있습니다. 연습 평가를 보고 제출하며 필요한 성적 평가 과제를 완료하여 성적을 받고 강좌 수료증을 취득할 수 있습니다.
강좌 수료증을 언제 받게 되나요?
강좌를 성공적으로 수료하면 전자 강좌 수료증이 성취도 페이지에 추가됩니다. 해당 페이지에서 강좌 수료증을 인쇄하거나 LinkedIn 프로필에 수료증을 추가할 수 있습니다.
이 강좌를 청강할 수 없는 이유는 무엇인가요?
이 강좌는 현재 Coursera에서 수업료를 결제했거나 재정 지원(해당하는 경우)을 받은 학습자만 이용할 수 있는 강좌입니다.
환불 규정은 어떻게 되나요?
재정 지원을 받을 수 있나요?
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.
궁금한 점이 더 있으신가요? 학습자 도움말 센터를 방문해 보세요.
