IBM 客户互动专家专业认证

IBM Customer Engagement Specialist Professional Certificate

Earn the IBM Soft Skills badge after completing the Communication Skills and Personality modules and the IBM Call Management badge after completing the Problem Solving and Process Control modules.

IBM

Coursera

计算机

简单(初级)

18 小时

  • 英语
  • 141

课程概况

There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree. And one of the hottest areas with high demand is in IT customer service and support. It’s 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 IBM Customer Engagement Specialist Certificate Program.

We will help you to build the knowledge and develop the skills needed to be a successful Customer engagement 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! Earn the IBM Soft Skills badge after completing the Communication Skills and Personality modules and the IBM Call Management badge after completing the Problem Solving and Process Control modules. The course also includes interactive training including labs to reinforce all of the components above.

At the conclusion of the course, it is recommended to take the final certificate exam which is required in order to receive the official IBM Customer Engagement Specialist Certificate. The final exam is available for remote proctoring via Pearson VUE and details will be shared with you at the conclusion of the course.

课程大纲

周1
完成时间为 5 小时
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 个视频 (总计 46 分钟), 5 个阅读材料, 11 个测验

周2
完成时间为 5 小时
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 个视频 (总计 43 分钟), 4 个阅读材料, 14 个测验

周3
完成时间为 4 小时
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 个视频 (总计 45 分钟), 4 个阅读材料, 10 个测验

周4
完成时间为 4 小时
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 个视频 (总计 59 分钟), 5 个阅读材料, 8 个测验

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