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Process ManagementCommunicationProblem SolvingIT Customer Support

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강의 계획 - 이 강좌에서 배울 내용

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1

1

완료하는 데 7시간 필요

Communication Skills

완료하는 데 7시간 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
2

2

완료하는 데 6시간 필요

Personality

완료하는 데 6시간 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
3

3

완료하는 데 6시간 필요

Problem Solving

완료하는 데 6시간 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
4

4

완료하는 데 5시간 필요

Process Control

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

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