このコースについて
59,863 最近の表示

100%オンライン

自分のスケジュールですぐに学習を始めてください。

柔軟性のある期限

スケジュールに従って期限をリセットします。

初級レベル

約19時間で修了

推奨:11 hours/week...

英語

字幕:英語

習得するスキル

Process ManagementProblem SolvingIT Customer SupportCommucation

100%オンライン

自分のスケジュールですぐに学習を始めてください。

柔軟性のある期限

スケジュールに従って期限をリセットします。

初級レベル

約19時間で修了

推奨:11 hours/week...

英語

字幕:英語

シラバス - 本コースの学習内容

1
5時間で修了

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.

...
16件のビデオ (合計46分), 5 readings, 11 quizzes
16件のビデオ
Welcome to Module 11 分
How do I begin to build rapport with callers?5 分
Why is it SO important to smile?3 分
Why is tone so important?2 分
Why are nonverbal cues important?3 分
What strategies should I use to understand the problem the customer is experiencing?1 分
How do I ask clear and concise questions?3 分
Why is it important to keep things simple?2 分
How do I get to the facts so I can lead customers through a fact-based problem resolution?4 分
What is Information Overload and how can I help customers who are experiencing it?2 分
How do I prevent and fix Information Overload?2 分
How do I make no sound like yes?2 分
How do I adapt to the caller's skill level?2 分
How do I take ownership of the caller's problem?2 分
Why is collaboration in the workplace important?1 分
5件の学習用教材
Introductory Material2 分
Further Reading2 分
Further Reading2 分
Further Reading2 分
Further Reading2 分
6の練習問題
Describe the Differences You Hear Between Each Call.2 分
Identify Questioning Strategies5 分
Lessons 1 and 2 Review14 分
Identify the Art of Saying No5 分
Identify Ownership5 分
Module 1 Review15 分
2
5時間で修了

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.

...
11件のビデオ (合計43分), 4 readings, 14 quizzes
11件のビデオ
Can being empathetic help keep situations from escalating?3 分
Can the contagious nature of positivity help you build meaningful connections?4 分
How can I become a highly focused agent?5 分
Is persistence the path to successful resolutions?3 分
What does fear have to do with it?3 分
How can curiosity help me bridge knowledge gaps?4 分
What are the characteristics of a willing learner?3 分
Why is the innate desire to help essential in customer support?3 分
Why is it important to ask for help at work?2 分
Why is teamwork essential for a seamless and unified level of service?3 分
4件の学習用教材
Further Reading2 分
Further Reading2 分
Further Reading2 分
Further Reading2 分
8の練習問題
Is this Customer Support Agent Patient?5 分
Identify the Display of Empathy5 分
Do You Hear a Positive Attitude?5 分
Think about Focus2 分
Lesson 1 and 2 Quiz24 分
Identify High CQ2 分
Identify the Natural Helper5 分
Module 2 Review22 分
3
4時間で修了

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.

...
12件のビデオ (合計45分), 4 readings, 10 quizzes
12件のビデオ
How do I tell good and bad resources apart?3 分
How can I use my technical skills to improve my information seeking behaviors?1 分
What are resource libraries, and why are they important?3 分
How can I improve my memory?4 分
How do I organize my resource library?2 分
What does being a scientist have to do with being a good call center agent?3 分
How do I get to the root cause of a problem?3 分
How can I confirm that my proposed resolution works and my customer is satisfied?2 分
What do I need to know to understand my customers' needs?2 分
How do I communicate that I understand the impact of a customer issue?2 分
How do I effectively work with angry callers?5 分
4件の学習用教材
Further Reading2 分
Further Reading10 分
Further Reading2 分
Further Reading2 分
6の練習問題
Which Information Seeking Model is being Used?2 分
Identify the Use of Background Knowledge2 分
Lessons 1 and 2 Review15 分
The Scientific Method5 分
Reflect On Problem Impact6 分
Module 3 Review22 分
4
4時間で修了

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.

...
13件のビデオ (合計59分), 5 readings, 8 quizzes
13件のビデオ
How do I effectively manage my time?4 分
What are service standards?5 分
What information should be documented?5 分
What are call flow standards?5 分
Why is it important to follow up with customers?2 分
What Are Ticketing Systems and What Are their Benefits?6 分
What are some shortcut techniques agents can use to provide faster service?4 分
How can ServiceNow or ITSM tools help agents manage their ticket queue?5 分
Why are typing skills important in Customer Service?4 分
What can I do to enhance my verbal communication skills?3 分
What terms are specific to processes and methodologies used in customer service?2 分
What is the KCS methodology?2 分
5件の学習用教材
Further Reading2 分
Further Reading2 分
Further Reading2 分
Technical Terminology Glossary10 分
Further Reading2 分
4の練習問題
Lessons 1 and 2 Review15 分
How many words do you type per minute?2 分
Test Your Knowledge15 分
Module 4 Review21 分

IBMについて

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....

よくある質問

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  • セッションの開始日前にコースに登録すると、そのコースに関するすべての講座のビデオと学習用教材にアクセスできます。課題は、セッションの開始後に提出できるようになります。

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  • このコースは現在、利用できる期間内において、支払い済み受講生または学資援助を受けた受講生のみが利用できるCoursera(コーセラ)提供のコースです。

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