About this Course
5.0
2 ratings
1 reviews
100% online

100% online

Start instantly and learn at your own schedule.
Flexible deadlines

Flexible deadlines

Reset deadlines in accordance to your schedule.
Beginner Level

Beginner Level

Hours to complete

Approx. 12 hours to complete

Suggested: 11 hours/week...
Available languages

English

Subtitles: English...
100% online

100% online

Start instantly and learn at your own schedule.
Flexible deadlines

Flexible deadlines

Reset deadlines in accordance to your schedule.
Beginner Level

Beginner Level

Hours to complete

Approx. 12 hours to complete

Suggested: 11 hours/week...
Available languages

English

Subtitles: English...

Syllabus - What you will learn from this course

Week
1
Hours to complete
5 hours to complete

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. ...
Reading
16 videos (Total 46 min), 5 readings, 11 quizzes
Video16 videos
Welcome to Module 11m
How do I begin to build rapport with callers?5m
Why is it SO important to smile?3m
Why is tone so important?2m
Why are nonverbal cues important?3m
What strategies should I use to understand the problem the customer is experiencing?1m
How do I ask clear and concise questions?3m
Why is it important to keep things simple?2m
How do I get to the facts so I can lead customers through a fact-based problem resolution?4m
What is Information Overload and how can I help customers who are experiencing it?2m
How do I prevent and fix Information Overload?2m
How do I make no sound like yes?2m
How do I adapt to the caller's skill level?2m
How do I take ownership of the caller's problem?2m
Why is collaboration in the workplace important?1m
Reading5 readings
Introductory Material2m
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
Quiz6 practice exercises
Describe the Differences You Hear Between Each Call.2m
Identify Questioning Strategies5m
Lessons 1 and 2 Review14m
Identify the Art of Saying No5m
Identify Ownership5m
Module 1 Review15m
Week
2
Hours to complete
5 hours to complete

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. ...
Reading
11 videos (Total 43 min), 4 readings, 14 quizzes
Video11 videos
Can being empathetic help keep situations from escalating?3m
Can the contagious nature of positivity help you build meaningful connections?4m
How can I become a highly focused agent?5m
Is persistence the path to successful resolutions?3m
What does fear have to do with it?3m
How can curiosity help me bridge knowledge gaps?4m
What are the characteristics of a willing learner?3m
Why is the innate desire to help essential in customer support?3m
Why is it important to ask for help at work?2m
Why is teamwork essential for a seamless and unified level of service?3m
Reading4 readings
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
Quiz8 practice exercises
Is this Customer Support Agent Patient?5m
Identify the Display of Empathy5m
Do You Hear a Positive Attitude?5m
Think about Focus2m
Lesson 1 and 2 Quiz24m
Identify High CQ2m
Identify the Natural Helper5m
Module 2 Review22m
Week
3
Hours to complete
4 hours to complete

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. ...
Reading
12 videos (Total 45 min), 4 readings, 10 quizzes
Video12 videos
How do I tell good and bad resources apart?3m
How can I use my technical skills to improve my information seeking behaviors?1m
What are resource libraries, and why are they important?3m
How can I improve my memory?4m
How do I organize my resource library?2m
What does being a scientist have to do with being a good call center agent?3m
How do I get to the root cause of a problem?3m
How can I confirm that my proposed resolution works and my customer is satisfied?2m
What do I need to know to understand my customers' needs?2m
How do I communicate that I understand the impact of a customer issue?2m
How do I effectively work with angry callers?5m
Reading4 readings
Further Reading2m
Further Reading10m
Further Reading2m
Further Reading2m
Quiz6 practice exercises
Which Information Seeking Model is being Used?2m
Identify the Use of Background Knowledge2m
Lessons 1 and 2 Review15m
The Scientific Method5m
Reflect On Problem Impact6m
Module 3 Review22m
Week
4
Hours to complete
4 hours to complete

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....
Reading
13 videos (Total 59 min), 5 readings, 8 quizzes
Video13 videos
How do I effectively manage my time?4m
What are service standards?5m
What information should be documented?5m
What are call flow standards?5m
Why is it important to follow up with customers?2m
What Are Ticketing Systems and What Are their Benefits?6m
What are some shortcut techniques agents can use to provide faster service?4m
How can ServiceNow or ITSM tools help agents manage their ticket queue?5m
Why are typing skills important in Customer Service?4m
What can I do to enhance my verbal communication skills?3m
What terms are specific to processes and methodologies used in customer service?2m
What is the KCS methodology?2m
Reading5 readings
Further Reading2m
Further Reading2m
Further Reading2m
Technical Terminology Glossary10m
Further Reading2m
Quiz4 practice exercises
Lessons 1 and 2 Review15m
How many words do you type per minute?2m
Test Your Knowledge15m
Module 4 Review21m

About 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....

Frequently Asked Questions

  • Yes, you can preview the first video and view the syllabus before you enroll. You must purchase the course to access content not included in the preview.

  • If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.

  • Once you enroll and your session begins, you will have access to all videos and other resources, including reading items and the course discussion forum. You’ll be able to view and submit practice assessments, and complete required graded assignments to earn a grade and a Course Certificate.

  • If you complete the course successfully, your electronic Course Certificate will be added to your Accomplishments page - from there, you can print your Course Certificate or add it to your LinkedIn profile.

  • This course is one of a few offered on Coursera that are currently available only to learners who have paid or received financial aid. If you’d like to take this course, but can’t afford the course fee, we encourage you to submit a financial aid application.

More questions? Visit the Learner Help Center.