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所在平台: Coursera |
课程主页: https://www.coursera.org/learn/customer-service-fundamentals
课程评论：没有评论
课程名称：客户服务基础 课程概述：在当今技术行业，越来越多令人兴奋且薪资优厚的职位不再需要传统的大专学历，而IT客户服务与支持领域则是最热门、需求量最高的领域之一。客户服务是进入IT职业生涯的理想起点，岗位种类繁多，包括现场或远程的帮助台工作、客户关怀或客户支持等。通过《客户服务基础》课程，我们将帮助您获得成功客户服务专员所需的知识和技能。 课程内容涵盖： - 沟通技能：关注清晰、简洁的沟通方式和倾听能力。 - 适当的同理行为：如耐心、好奇心及愿意帮助他人。 - 问题解决能力：研究问题并确定合适的解决方案。 - 流程遵循：确保工作流程顺畅并符合服务水平协议（SLA）。 课程分为四个模块，您将在学习过程中接受评估并获得徽章。课程还包括互动培训和实验室，以强化所有学习内容。 课程结束时，您将收到来自Acclaim的电子邮件通知，指导您如何领取徽章。接受徽章后，您需要在Acclaim上创建用户账户，您将能够管理徽章、选择其他通讯和功能，并利用分享徽章到社交媒体等目的的功能。 课程大纲： 1. 沟通技能：学习者将探索在与客户沟通时建立融洽关系和保持积极语气的重要性，掌握清晰、简洁的沟通技能，并实践如何有效地应对工作中的挑战。 2. 个性：学习者将探讨客户支持领域内成功的个性特征，评估自身的强项与弱项，并反思发展这些特征的策略。 3. 问题解决：学习者将发现与寻找和评估资源相关的最佳实践，以帮助解决客户问题，并通过联系科学方法，应用系统化的解决问题流程。 4. 流程控制：学习者将把之前模块所学的知识应用于工作中，了解服务水平协议如何影响服务行业，以及如何使用工单系统监控客户支持文档。同时，学习者还将提升自己的技术技能，包括打字、措辞技巧和掌握技术术语。 通过本课程，您将能够为未来在客户服务行业的成功奠定坚实的基础。
Name:Communication Skills
Description: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.
Name:Personality
Description: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 practice and apply newly acquired knowledge by reacting to and resolving authentic call center problems.
Name:Problem Solving
Description: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. By making connections to the Scientific Method, learners will explore a methodical problem-solving process and apply it to real-world situations.
Name:Process Control
Description:Learners will build on what they have 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.
There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree, an one of the hottest areas with high demand is in IT customer service and support. Customer Service is a perfect entry point to start your career in IT, with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support. We can help you get there with the Customer Service Fundamentals course. We will help you to build the knowledge and develop the skills needed to be a successful Customer Service Specialist: • Communication Skills which focus on clear, concise communication and listening. • Appropriate empathetic behavior such as such as patience, curiosity, and willingness to help. • Problem solving to research an issue and help determine an appropriate resolution. • Process adherence to ensure the proper flow and Service Level Agreements are met. The course is divided into 4 modules, and you will be assessed and awarded badges along the way! The course also includes interactive training including labs to reinforce all of the learning components above. At the conclusion of the course, you will receive an email notification from Acclaim with instructions for claiming the badge. Upon accepting your badge, it will be necessary to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt-in to other communications and features, as well as take advantage of features allowing you to share your badge to social media and other destinations.
