About this Course
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Flexible deadlines

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Beginner Level

Approx. 20 hours to complete

Suggested: 10 hours/week...

English

Subtitles: English

Skills you will gain

Process ManagementProblem SolvingIT Customer SupportCommucation

100% online

Start instantly and learn at your own schedule.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Beginner Level

Approx. 20 hours to complete

Suggested: 10 hours/week...

English

Subtitles: English

Syllabus - What you will learn from this course

Week
1
5 hours to complete

Communication Skills

16 videos (Total 46 min), 5 readings, 11 quizzes
16 videos
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
5 readings
Introductory Material2m
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
6 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
5 hours to complete

Personality

11 videos (Total 43 min), 4 readings, 14 quizzes
11 videos
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
4 readings
Further Reading2m
Further Reading2m
Further Reading2m
Further Reading2m
8 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
4 hours to complete

Problem Solving

12 videos (Total 45 min), 4 readings, 10 quizzes
12 videos
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
4 readings
Further Reading2m
Further Reading10m
Further Reading2m
Further Reading2m
6 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
4 hours to complete

Process Control

13 videos (Total 59 min), 5 readings, 8 quizzes
13 videos
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
5 readings
Further Reading2m
Further Reading2m
Further Reading2m
Technical Terminology Glossary10m
Further Reading2m
4 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....

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  • 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.

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