課程信息

85,180 次近期查看

學生職業成果

35%

完成這些課程後已開始新的職業生涯

30%

通過此課程獲得實實在在的工作福利
可分享的證書
完成後獲得證書
100% 在線
立即開始,按照自己的計劃學習。
可靈活調整截止日期
根據您的日程表重置截止日期。
初級
完成時間大約為20 小時
英語(English)

您將獲得的技能

Process ManagementCommunicationProblem SolvingIT Customer Support

學生職業成果

35%

完成這些課程後已開始新的職業生涯

30%

通過此課程獲得實實在在的工作福利
可分享的證書
完成後獲得證書
100% 在線
立即開始,按照自己的計劃學習。
可靈活調整截止日期
根據您的日程表重置截止日期。
初級
完成時間大約為20 小時
英語(English)

講師

提供方

Placeholder

IBM

教學大綱 - 您將從這門課程中學到什麼

內容評分Thumbs Up97%(3,920 個評分)Info
1

1

完成時間為 6 小時

Communication Skills

完成時間為 6 小時
16 個視頻 (總計 46 分鐘), 5 個閱讀材料, 12 個測驗
16 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
5 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
7 個練習
Opt-in to receive your badge!
Describe the Differences You Hear Between Each Call.30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

2

完成時間為 5 小時

Personality

完成時間為 5 小時
11 個視頻 (總計 43 分鐘), 4 個閱讀材料, 14 個測驗
11 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
4 個閱讀材料
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
Further Reading2分鐘
8 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 Quiz30分鐘
Identify High CQ30分鐘
Identify the Natural Helper5分鐘
Module 2 Review22分鐘
3

3

完成時間為 5 小時

Problem Solving

完成時間為 5 小時
12 個視頻 (總計 45 分鐘), 4 個閱讀材料, 10 個測驗
12 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
4 個閱讀材料
Further Reading2分鐘
Further Reading10分鐘
Further Reading2分鐘
Further Reading2分鐘
6 個練習
Which Information Seeking Model is being Used?30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 Impact30分鐘
Module 3 Review22分鐘
4

4

完成時間為 5 小時

Process Control

完成時間為 5 小時
13 個視頻 (總計 59 分鐘), 5 個閱讀材料, 8 個測驗
13 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
5 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
4 個練習
Lessons 1 and 2 Review15分鐘
How many words do you type per minute?30分鐘
Test Your Knowledge15分鐘
Module 4 Review21分鐘

常見問題

還有其他問題嗎?請訪問 學生幫助中心