Über diesen Kurs

86,290 kürzliche Aufrufe

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nahm einen neuen Beruf nach Abschluss dieser Kurse auf

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ziehen Sie für Ihren Beruf greifbaren Nutzen aus diesem Kurs
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Beginnen Sie sofort und lernen Sie in Ihrem eigenen Tempo.
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Stufe „Anfänger“
Ca. 20 Stunden zum Abschließen
Englisch

Kompetenzen, die Sie erwerben

Process ManagementCommunicationProblem SolvingIT Customer Support

Karriereergebnisse der Lernenden

35%

nahm einen neuen Beruf nach Abschluss dieser Kurse auf

30%

ziehen Sie für Ihren Beruf greifbaren Nutzen aus diesem Kurs
Zertifikat zur Vorlage
Erhalten Sie nach Abschluss ein Zertifikat
100 % online
Beginnen Sie sofort und lernen Sie in Ihrem eigenen Tempo.
Flexible Fristen
Setzen Sie Fristen gemäß Ihrem Zeitplan zurück.
Stufe „Anfänger“
Ca. 20 Stunden zum Abschließen
Englisch

Dozent

von

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IBM

Lehrplan - Was Sie in diesem Kurs lernen werden

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Woche
1

Woche 1

6 Stunden zum Abschließen

Communication Skills

6 Stunden zum Abschließen
16 Videos (Gesamt 46 min), 5 Lektüren, 12 Quiz
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 Lektüren
Introductory Material2m
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
7 praktische Übungen
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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
Woche
2

Woche 2

5 Stunden zum Abschließen

Personality

5 Stunden zum Abschließen
11 Videos (Gesamt 43 min), 4 Lektüren, 14 Quiz
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 Lektüren
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
8 praktische Übungen
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
Woche
3

Woche 3

5 Stunden zum Abschließen

Problem Solving

5 Stunden zum Abschließen
12 Videos (Gesamt 45 min), 4 Lektüren, 10 Quiz
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 Lektüren
Further Reading2m
Further Reading10m
Further Reading2m
Further Reading2m
6 praktische Übungen
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
Woche
4

Woche 4

5 Stunden zum Abschließen

Process Control

5 Stunden zum Abschließen
13 Videos (Gesamt 59 min), 5 Lektüren, 8 Quiz
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 Lektüren
Further Reading2m
Further Reading2m
Further Reading2m
Technical Terminology Glossary10m
Further Reading2m
4 praktische Übungen
Lessons 1 and 2 Review15m
How many words do you type per minute?30m
Test Your Knowledge15m
Module 4 Review21m

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