Informações sobre o curso
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100% online

100% online

Comece imediatamente e aprenda em seu próprio cronograma.
Prazos flexíveis

Prazos flexíveis

Redefinir os prazos de acordo com sua programação.
Nível iniciante

Nível iniciante

Horas para completar

Aprox. 12 horas para completar

Sugerido: 11 hours/week...
Idiomas disponíveis

Inglês

Legendas: Inglês...
100% online

100% online

Comece imediatamente e aprenda em seu próprio cronograma.
Prazos flexíveis

Prazos flexíveis

Redefinir os prazos de acordo com sua programação.
Nível iniciante

Nível iniciante

Horas para completar

Aprox. 12 horas para completar

Sugerido: 11 hours/week...
Idiomas disponíveis

Inglês

Legendas: Inglês...

Programa - O que você aprenderá com este curso

Semana
1
Horas para completar
5 horas para concluir

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. ...
Reading
16 vídeos (Total de 46 min), 5 leituras, 11 testes
Video16 videos
Welcome to Module 11min
How do I begin to build rapport with callers?5min
Why is it SO important to smile?3min
Why is tone so important?2min
Why are nonverbal cues important?3min
What strategies should I use to understand the problem the customer is experiencing?1min
How do I ask clear and concise questions?3min
Why is it important to keep things simple?2min
How do I get to the facts so I can lead customers through a fact-based problem resolution?4min
What is Information Overload and how can I help customers who are experiencing it?2min
How do I prevent and fix Information Overload?2min
How do I make no sound like yes?2min
How do I adapt to the caller's skill level?2min
How do I take ownership of the caller's problem?2min
Why is collaboration in the workplace important?1min
Reading5 leituras
Introductory Material2min
Further Reading2min
Further Reading2min
Further Reading2min
Further Reading2min
Quiz6 exercícios práticos
Describe the Differences You Hear Between Each Call.2min
Identify Questioning Strategies5min
Lessons 1 and 2 Review14min
Identify the Art of Saying No5min
Identify Ownership5min
Module 1 Review15min
Semana
2
Horas para completar
5 horas para concluir

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. ...
Reading
11 vídeos (Total de 43 min), 4 leituras, 14 testes
Video11 videos
Can being empathetic help keep situations from escalating?3min
Can the contagious nature of positivity help you build meaningful connections?4min
How can I become a highly focused agent?5min
Is persistence the path to successful resolutions?3min
What does fear have to do with it?3min
How can curiosity help me bridge knowledge gaps?4min
What are the characteristics of a willing learner?3min
Why is the innate desire to help essential in customer support?3min
Why is it important to ask for help at work?2min
Why is teamwork essential for a seamless and unified level of service?3min
Reading4 leituras
Further Reading2min
Further Reading2min
Further Reading2min
Further Reading2min
Quiz8 exercícios práticos
Is this Customer Support Agent Patient?5min
Identify the Display of Empathy5min
Do You Hear a Positive Attitude?5min
Think about Focus2min
Lesson 1 and 2 Quiz24min
Identify High CQ2min
Identify the Natural Helper5min
Module 2 Review22min
Semana
3
Horas para completar
4 horas para concluir

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. ...
Reading
12 vídeos (Total de 45 min), 4 leituras, 10 testes
Video12 videos
How do I tell good and bad resources apart?3min
How can I use my technical skills to improve my information seeking behaviors?1min
What are resource libraries, and why are they important?3min
How can I improve my memory?4min
How do I organize my resource library?2min
What does being a scientist have to do with being a good call center agent?3min
How do I get to the root cause of a problem?3min
How can I confirm that my proposed resolution works and my customer is satisfied?2min
What do I need to know to understand my customers' needs?2min
How do I communicate that I understand the impact of a customer issue?2min
How do I effectively work with angry callers?5min
Reading4 leituras
Further Reading2min
Further Reading10min
Further Reading2min
Further Reading2min
Quiz6 exercícios práticos
Which Information Seeking Model is being Used?2min
Identify the Use of Background Knowledge2min
Lessons 1 and 2 Review15min
The Scientific Method5min
Reflect On Problem Impact6min
Module 3 Review22min
Semana
4
Horas para completar
4 horas para concluir

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....
Reading
13 vídeos (Total de 59 min), 5 leituras, 8 testes
Video13 videos
How do I effectively manage my time?4min
What are service standards?5min
What information should be documented?5min
What are call flow standards?5min
Why is it important to follow up with customers?2min
What Are Ticketing Systems and What Are their Benefits?6min
What are some shortcut techniques agents can use to provide faster service?4min
How can ServiceNow or ITSM tools help agents manage their ticket queue?5min
Why are typing skills important in Customer Service?4min
What can I do to enhance my verbal communication skills?3min
What terms are specific to processes and methodologies used in customer service?2min
What is the KCS methodology?2min
Reading5 leituras
Further Reading2min
Further Reading2min
Further Reading2min
Technical Terminology Glossary10min
Further Reading2min
Quiz4 exercícios práticos
Lessons 1 and 2 Review15min
How many words do you type per minute?2min
Test Your Knowledge15min
Module 4 Review21min

Sobre 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....

Perguntas Frequentes – FAQ

  • Sim, você pode assistir uma prévia do primeiro vídeo e ver programa do curso antes de se inscrever. Você precisa comprar o curso para ter acesso ao conteúdo não incluído na prévia.

  • Se decidir se inscrever no curso antes da data de início da sessão, terá acesso a todos os vídeos das palestras e leituras do curso. Também poderá enviar tarefas assim que a sessão começar.

  • Uma vez inscrito, e tão logo sua sessão tenha iniciado, você terá acesso a todos os vídeos e outros recursos, incluindo itens de leitura e fórum de discussão do curso. Você poderá ver e enviar tarefas práticas e concluir tarefas com nota atribuída obrigatórias para obter uma nota e um Certificado de Curso.

  • Se você concluir o curso com êxito, seu Certificado de Curso eletrônico será adicionado à sua página de Participações e você poderá imprimi-lo ou adicioná-lo ao seu perfil no LinkedIn.

  • Este é um dos poucos cursos oferecidos na Coursera que está disponível apenas para alunos que pagaram ou tenham recebido auxílio financeiro. Caso tenha interesse em fazer este curso, mas não possa pagar a taxa, o incentivamos a enviar uma solicitação de auxílio financeiro.

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