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.
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영어
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귀하가 습득할 기술
Process ManagementCommunicationProblem SolvingIT Customer Support
학습자 경력 결과
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가 이 강좌를 수료한 후 새로운 커리어를 시작함
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일정에 따라 마감일을 재설정합니다.
초급 단계
완료하는 데 약 20시간 필요
영어
자막: 영어
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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.
강의 계획 - 이 강좌에서 배울 내용
완료하는 데 6시간 필요
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.
완료하는 데 6시간 필요
16개 동영상 (총 46분), 5 개의 읽기 자료, 12 개의 테스트
16개의 동영상
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
5개의 읽기 자료
Introductory Material2m
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
7개 연습문제
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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
완료하는 데 5시간 필요
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.
완료하는 데 5시간 필요
11개 동영상 (총 43분), 4 개의 읽기 자료, 14 개의 테스트
11개의 동영상
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
4개의 읽기 자료
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
8개 연습문제
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
완료하는 데 5시간 필요
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.
완료하는 데 5시간 필요
12개 동영상 (총 45분), 4 개의 읽기 자료, 10 개의 테스트
12개의 동영상
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
4개의 읽기 자료
Further Reading2m
Further Reading10m
Further Reading2m
Further Reading2m
6개 연습문제
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
완료하는 데 5시간 필요
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.
완료하는 데 5시간 필요
13개 동영상 (총 59분), 5 개의 읽기 자료, 8 개의 테스트
13개의 동영상
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
5개의 읽기 자료
Further Reading2m
Further Reading2m
Further Reading2m
Technical Terminology Glossary10m
Further Reading2m
4개 연습문제
Lessons 1 and 2 Review15m
How many words do you type per minute?30m
Test Your Knowledge15m
Module 4 Review21m
자주 묻는 질문
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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.
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이 강좌를 청강할 수 없는 이유는 무엇인가요?
이 강좌는 현재 Coursera에서 수업료를 결제했거나 재정 지원(해당하는 경우)을 받은 학습자만 이용할 수 있는 강좌입니다.
Is financial aid available?
예, Coursera는 수업료를 지급하기 어려운 학습자들에게 재정 지원을 제공합니다. 왼쪽의 "등록" 버튼 아래에 있는 재정 지원 링크를 클릭하면 재정 지원을 신청할 수 있습니다. 이 링크를 클릭하면 신청서를 작성하라는 메시지가 나타나며, 신청서가 승인되면 통지를 받게 됩니다. 자세히 알아보세요.
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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