Über diesen Kurs
51,832

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Flexible Fristen

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Stufe „Anfänger“

Ca. 19 Stunden zum Abschließen

Empfohlen: 11 hours/week...

Englisch

Untertitel: Englisch

100 % online

Beginnen Sie sofort und lernen Sie in Ihrem eigenen Tempo.

Flexible Fristen

Setzen Sie Fristen gemäß Ihrem Zeitplan zurück.

Stufe „Anfänger“

Ca. 19 Stunden zum Abschließen

Empfohlen: 11 hours/week...

Englisch

Untertitel: Englisch

Lehrplan - Was Sie in diesem Kurs lernen werden

Woche
1
5 Stunden zum Abschließen

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 (Gesamt 46 min), 5 Lektüren, 11 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
6 praktische Übungen
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
Woche
2
5 Stunden zum Abschließen

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 (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 Quiz24m
Identify High CQ2m
Identify the Natural Helper5m
Module 2 Review22m
Woche
3
4 Stunden zum Abschließen

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 (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?2m
Identify the Use of Background Knowledge2m
Lessons 1 and 2 Review15m
The Scientific Method5m
Reflect On Problem Impact6m
Module 3 Review22m
Woche
4
4 Stunden zum Abschließen

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 (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?2m
Test Your Knowledge15m
Module 4 Review21m

Über 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....

Häufig gestellte Fragen

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  • Wenn Sie sich vor dem Startdatum der ersten Kurseinheit anmelden, haben Sie Zugriff auf alle Vortragsvideos und Texte für den Kurs. Sobald die erste Kurseinheit beginnt, können Sie Aufgaben einreichen.

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  • Dieser Kurs ist einer der wenigen auf Coursera angebotenen Kurse, die derzeit ausschließlich für Kursteilnehmer zugänglich sind, die bezahlt oder finanzielle Unterstützung erhalten haben, wenn diese verfügbar ist.

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