課程信息
5.0
1 個評分
1 個審閱
100% online

100% online

立即開始,按照自己的計劃學習。
可靈活調整截止日期

可靈活調整截止日期

根據您的日程表重置截止日期。
初級

初級

完成時間(小時)

完成時間大約為12 小時

建議:11 hours/week...
可選語言

英語(English)

字幕:英語(English)...
100% online

100% online

立即開始,按照自己的計劃學習。
可靈活調整截止日期

可靈活調整截止日期

根據您的日程表重置截止日期。
初級

初級

完成時間(小時)

完成時間大約為12 小時

建議:11 hours/week...
可選語言

英語(English)

字幕:英語(English)...

教學大綱 - 您將從這門課程中學到什麼

1
完成時間(小時)
完成時間為 5 小時

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 個視頻(共 46 分鐘), 5 個閱讀材料, 11 個測驗
Video16 個視頻
Welcome to Module 11分鐘
How do I begin to build rapport with callers?5分鐘
Why is it SO important to smile?3分鐘
Why is tone so important?2分鐘
Why are nonverbal cues important?3分鐘
What strategies should I use to understand the problem the customer is experiencing?1分鐘
How do I ask clear and concise questions?3分鐘
Why is it important to keep things simple?2分鐘
How do I get to the facts so I can lead customers through a fact-based problem resolution?4分鐘
What is Information Overload and how can I help customers who are experiencing it?2分鐘
How do I prevent and fix Information Overload?2分鐘
How do I make no sound like yes?2分鐘
How do I adapt to the caller's skill level?2分鐘
How do I take ownership of the caller's problem?2分鐘
Why is collaboration in the workplace important?1分鐘
Reading5 個閱讀材料
Introductory Material2分鐘
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
Quiz6 個練習
Describe the Differences You Hear Between Each Call.2分鐘
Identify Questioning Strategies5分鐘
Lessons 1 and 2 Review14分鐘
Identify the Art of Saying No5分鐘
Identify Ownership5分鐘
Module 1 Review15分鐘
2
完成時間(小時)
完成時間為 5 小時

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 個視頻(共 43 分鐘), 4 個閱讀材料, 14 個測驗
Video11 個視頻
Can being empathetic help keep situations from escalating?3分鐘
Can the contagious nature of positivity help you build meaningful connections?4分鐘
How can I become a highly focused agent?5分鐘
Is persistence the path to successful resolutions?3分鐘
What does fear have to do with it?3分鐘
How can curiosity help me bridge knowledge gaps?4分鐘
What are the characteristics of a willing learner?3分鐘
Why is the innate desire to help essential in customer support?3分鐘
Why is it important to ask for help at work?2分鐘
Why is teamwork essential for a seamless and unified level of service?3分鐘
Reading4 個閱讀材料
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
Quiz8 個練習
Is this Customer Support Agent Patient?5分鐘
Identify the Display of Empathy5分鐘
Do You Hear a Positive Attitude?5分鐘
Think about Focus2分鐘
Lesson 1 and 2 Quiz24分鐘
Identify High CQ2分鐘
Identify the Natural Helper5分鐘
Module 2 Review22分鐘
3
完成時間(小時)
完成時間為 4 小時

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 個視頻(共 45 分鐘), 4 個閱讀材料, 10 個測驗
Video12 個視頻
How do I tell good and bad resources apart?3分鐘
How can I use my technical skills to improve my information seeking behaviors?1分鐘
What are resource libraries, and why are they important?3分鐘
How can I improve my memory?4分鐘
How do I organize my resource library?2分鐘
What does being a scientist have to do with being a good call center agent?3分鐘
How do I get to the root cause of a problem?3分鐘
How can I confirm that my proposed resolution works and my customer is satisfied?2分鐘
What do I need to know to understand my customers' needs?2分鐘
How do I communicate that I understand the impact of a customer issue?2分鐘
How do I effectively work with angry callers?5分鐘
Reading4 個閱讀材料
Further Reading2分鐘
Further Reading10分鐘
Further Reading2分鐘
Further Reading2分鐘
Quiz6 個練習
Which Information Seeking Model is being Used?2分鐘
Identify the Use of Background Knowledge2分鐘
Lessons 1 and 2 Review15分鐘
The Scientific Method5分鐘
Reflect On Problem Impact6分鐘
Module 3 Review22分鐘
4
完成時間(小時)
完成時間為 4 小時

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 個視頻(共 59 分鐘), 5 個閱讀材料, 8 個測驗
Video13 個視頻
How do I effectively manage my time?4分鐘
What are service standards?5分鐘
What information should be documented?5分鐘
What are call flow standards?5分鐘
Why is it important to follow up with customers?2分鐘
What Are Ticketing Systems and What Are their Benefits?6分鐘
What are some shortcut techniques agents can use to provide faster service?4分鐘
How can ServiceNow or ITSM tools help agents manage their ticket queue?5分鐘
Why are typing skills important in Customer Service?4分鐘
What can I do to enhance my verbal communication skills?3分鐘
What terms are specific to processes and methodologies used in customer service?2分鐘
What is the KCS methodology?2分鐘
Reading5 個閱讀材料
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
Technical Terminology Glossary10分鐘
Further Reading2分鐘
Quiz4 個練習
Lessons 1 and 2 Review15分鐘
How many words do you type per minute?2分鐘
Test Your Knowledge15分鐘
Module 4 Review21分鐘

關於 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....

常見問題

  • 是的,您可以在注册之前预览第一个视频和查看授课大纲。您必须购买课程,才能访问预览不包括的内容。

  • 如果您决定在班次开始日期之前注册课程,那么您将可以访问课程的所有课程视频和阅读材料。班次开始之后,您便可以提交作业。

  • 在您注册且班次开课之后,您将可以访问所有视频和其他资源,包括阅读材料内容和课程论坛。您将能够查看和提交练习作业,并完成所需的评分作业以获得成绩和课程证书。

  • 如果您成功完成课程,您的电子课程证书将添加到您的成就页中,您可以通过该页打印您的课程证书或将其添加到您的领英档案中。

  • 此课程是 Coursera 上提供的众多课程之一,当前只对已购买课程或已获得助学金的学生开放。如果您要学习此课程,但却承担不起课程费用,我们建议您提交助学金申请。

還有其他問題嗎?請訪問 學生幫助中心