课程信息
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初级

完成时间大约为21 小时

建议:11 hours/week...

英语(English)

字幕:英语(English)

您将获得的技能

Process ManagementCommunicationProblem SolvingIT Customer Support

100% 在线

立即开始,按照自己的计划学习。

可灵活调整截止日期

根据您的日程表重置截止日期。

初级

完成时间大约为21 小时

建议:11 hours/week...

英语(English)

字幕:英语(English)

教学大纲 - 您将从这门课程中学到什么

1
完成时间为 5 小时

Communication Skills

16 个视频 (总计 46 分钟), 5 个阅读材料, 12 个测验
16 个视频
Welcome to Module 11分钟
How do I begin to build rapport with callers?5分钟
Why is it SO important to smile?3分钟
Why is tone so important?2分钟
Why are nonverbal cues important?3分钟
What strategies should I use to understand the problem the customer is experiencing?1分钟
How do I ask clear and concise questions?3分钟
Why is it important to keep things simple?2分钟
How do I get to the facts so I can lead customers through a fact-based problem resolution?4分钟
What is Information Overload and how can I help customers who are experiencing it?2分钟
How do I prevent and fix Information Overload?2分钟
How do I make no sound like yes?2分钟
How do I adapt to the caller's skill level?2分钟
How do I take ownership of the caller's problem?2分钟
Why is collaboration in the workplace important?1分钟
5 个阅读材料
Introductory Material2分钟
Further Reading2分钟
Further Reading2分钟
Further Reading2分钟
Further Reading2分钟
7 个练习
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Describe the Differences You Hear Between Each Call.2分钟
Identify Questioning Strategies5分钟
Lessons 1 and 2 Review14分钟
Identify the Art of Saying No5分钟
Identify Ownership5分钟
Module 1 Review15分钟
2
完成时间为 5 小时

Personality

11 个视频 (总计 43 分钟), 4 个阅读材料, 14 个测验
11 个视频
Can being empathetic help keep situations from escalating?3分钟
Can the contagious nature of positivity help you build meaningful connections?4分钟
How can I become a highly focused agent?5分钟
Is persistence the path to successful resolutions?3分钟
What does fear have to do with it?3分钟
How can curiosity help me bridge knowledge gaps?4分钟
What are the characteristics of a willing learner?3分钟
Why is the innate desire to help essential in customer support?3分钟
Why is it important to ask for help at work?2分钟
Why is teamwork essential for a seamless and unified level of service?3分钟
4 个阅读材料
Further Reading2分钟
Further Reading2分钟
Further Reading2分钟
Further Reading2分钟
8 个练习
Is this Customer Support Agent Patient?5分钟
Identify the Display of Empathy5分钟
Do You Hear a Positive Attitude?5分钟
Think about Focus2分钟
Lesson 1 and 2 Quiz24分钟
Identify High CQ2分钟
Identify the Natural Helper5分钟
Module 2 Review22分钟
3
完成时间为 4 小时

Problem Solving

12 个视频 (总计 45 分钟), 4 个阅读材料, 10 个测验
12 个视频
How do I tell good and bad resources apart?3分钟
How can I use my technical skills to improve my information seeking behaviors?1分钟
What are resource libraries, and why are they important?3分钟
How can I improve my memory?4分钟
How do I organize my resource library?2分钟
What does being a scientist have to do with being a good call center agent?3分钟
How do I get to the root cause of a problem?3分钟
How can I confirm that my proposed resolution works and my customer is satisfied?2分钟
What do I need to know to understand my customers' needs?2分钟
How do I communicate that I understand the impact of a customer issue?2分钟
How do I effectively work with angry callers?5分钟
4 个阅读材料
Further Reading2分钟
Further Reading10分钟
Further Reading2分钟
Further Reading2分钟
6 个练习
Which Information Seeking Model is being Used?2分钟
Identify the Use of Background Knowledge2分钟
Lessons 1 and 2 Review15分钟
The Scientific Method5分钟
Reflect On Problem Impact6分钟
Module 3 Review22分钟
4
完成时间为 4 小时

Process Control

13 个视频 (总计 59 分钟), 5 个阅读材料, 8 个测验
13 个视频
How do I effectively manage my time?4分钟
What are service standards?5分钟
What information should be documented?5分钟
What are call flow standards?5分钟
Why is it important to follow up with customers?2分钟
What Are Ticketing Systems and What Are their Benefits?6分钟
What are some shortcut techniques agents can use to provide faster service?4分钟
How can ServiceNow or ITSM tools help agents manage their ticket queue?5分钟
Why are typing skills important in Customer Service?4分钟
What can I do to enhance my verbal communication skills?3分钟
What terms are specific to processes and methodologies used in customer service?2分钟
What is the KCS methodology?2分钟
5 个阅读材料
Further Reading2分钟
Further Reading2分钟
Further Reading2分钟
Technical Terminology Glossary10分钟
Further Reading2分钟
4 个练习
Lessons 1 and 2 Review15分钟
How many words do you type per minute?2分钟
Test Your Knowledge15分钟
Module 4 Review21分钟

关于 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....

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