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所在平台: Udemy |
课程主页: https://www.udemy.com/course/soft-skills-for-support-agents/
课程评论：没有评论
课程名称：IT客服支持的软技能 概览：帮助台及支持人员需具备强大的技术技能，以支持客户并取得成功。然而，他们的成功高度依赖于运用软技能来管理关系并与客户建立连接。本课程旨在为帮助台代理提供必要的软技能，以有效沟通、管理期望及缓解困难局面。您将深入探讨软技能在特定沟通方式中的应用，客户如何形成期望（以及如何设定这些期望）以及如何处理升级的情况。 为何要参加本课程： - 处理升级情况：升级事件具有挑战性，了解其原因以及应对方法将使处理问题变得更加容易。 - 软技能缺乏培训：许多人通过实践学习软技能，这种方法有效但可能会导致知识空缺。本课程将为您提供坚实的基础。 - 不确定如何将软技能应用于特定沟通方式：电子邮件、电话、视频会议和面对面的交流各不相同，了解软技能在每种方式中的应用将使您更有信心，更好地应对挑战。 您将学习： - 软技能工具包：详细介绍帮助台代理所需的关键软技能，如同理心、耐心、主动性、团队合作、说“我不知道”和自我关怀。 - 设定和管理期望：了解客户如何形成对您工作的期望，如何设定和重置期望，以及如何使用“无更新更新”来维持积极互动。 - 沟通方法和软技能：涵盖在帮助台工作时常用的多种口头和书面沟通方式，探讨软技能如何改善面对面（或视频）沟通，了解即时消息与电子邮件的区别以及语音邮件的重要性。 - 处理升级客户：掌握帮助台工作中最棘手的一部分——处理升级客户。您将理解升级情况的发生机制、如何管理升级客户，同时学习标准化某些回复以帮助缓解他们的情绪。 谁适合参加本课程？ - 客户支持人员：IT帮助台、支持代理、客服代表等能够通过提升软技能获得更多益处。 - 团队经理或团队负责人：团队负责人的软技能提升不仅能提升自身能力，也能更有效地将这些技能传授给团队。 - 希望提升与人合作能力的任何人：软技能不仅适用于支持团队，每个人都能从中受益。 本课程非常适合任何希望深入了解软技能的人，涵盖了软技能训练、帮助台的软技能、客户服务及积极倾听等领域。 学员评价：“本课程对像我这样的IT专业人士非常有帮助，提供给终端用户的技术支持。”
Help desk & support agents of all kinds need a strong set of technical skills to support customers and be successful. Their success, however, is highly dependent on their ability to deploy soft skills to manage relationships and connect with customers.This course is designed to provide help desk agents with the soft skills necessary to effectively communicate with customers, manage expectations and deescalate difficult situations. You'll get an in-depth exploration of soft skills, how they apply to specific methods of communication, how customers get expectations (and how to set them), and how to deal with escalations.Why you should take this courseYou have to handle escalated situations - Escalations are challenging, understanding how they happen, and what to do, makes them a LOT easier to handleYou've never been taught soft skills - Many of us learn soft skills by doing.this works, but can be challenging and can result in gaps in our knowledge. This course will give you a solid foundation.You're unsure how to apply soft skills to specific communication methods - Emails are different than phone calls. Phone calls aren't the same as video conferencing.and video conferencing is different than in person. Understanding how soft skills apply to each will make you more confident and better able to navigate challenges.You'll learn:Soft Skills Toolkit - Detailed breakdown of important soft skills Help Desk agents need in order to be successful, including soft skills like Empathy, Patience, Proactivity, Teamwork, Saying "I don't know" and Self-care.Setting and Managing Expectations - Learn how customers get expectations for what you'll do for them or how long it takes, how to set an expectation, how to reset it and see how to utilize the "No Update Update" to maintain a positive interaction even when you don't have anything new to share.Communications Methods and Soft Skills - You'll find yourself using some combination of verbal and written communication while working on a help desk, and this section covers all of them. You'll see how soft skills can improve your in-person (or video) communication, how instant messages differ from emails and why voicemails are still important.Handling Escalated Customers - Get a leg up on one of the hardest parts of working on a help desk - an escalated customer. You'll understand how escalations occur, how to manage individuals who are escalated and also see how standardizing some responses can help you de-escalate these folks.Who should take this course?Individuals supporting customers - IT help desk, support agents, customer service representatives and more will benefit by building their soft skillsTeam managers or team leads - Team leads will benefit by improving their own soft skills, but also by being able to more effectively pass along those skills to their teamAnyone wanting to become better at working with others - Soft skills aren't just for support teams.everyone can benefit from themThis Soft Skills course is ideal for anyone searching for more info on the following: soft skills - soft skill - soft skill training - - soft skills for help desk - soft skills training - soft skill development - soft skill course. Plus, this course will be a great addition to anyone trying to build out their knowledge in the following areas: customer service - active listening.Reviews"This course is perfect for IT professionals like me who provide technical support to end-users."
