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Customer Service Fundamentals
  • Level Foundation
  • المدة 24 ساعات hours
  • الطبع بواسطة Knowledge Accelerators
  • Offered by

عن

There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree, an one of the hottest areas with high demand is in IT customer service and support. Customer Service is 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 Customer Service Fundamentals course. We will help you to build the knowledge and develop the skills needed to be a successful Customer Service 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! The course also includes interactive training including labs to reinforce all of the learning components above. At the conclusion of the course, you will receive an email notification from Acclaim with instructions for claiming the badge. Upon accepting your badge, it will be necessary to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt-in to other communications and features, as well as take advantage of features allowing you to share your badge to social media and other destinations.

الوحدات

Lesson 1: You Are What They Hear

    • 6 Videos
    • 2 Readings
    • 5 Discussion
    • 1 PeerReview
    • 2 Assignment
Show info about module content

2 Assignment

  • Opt-in to receive your badge!
  • Describe the Differences You Hear Between Each Call

1 Peer Review

  • Identify Tone in Text-Based Communications

5 Discussions

  • What Would You Do to Build Rapport with this Caller?
  • Listen for a Smile!
  • Record Yourself Saying "Have a good day!"
  • Why is Tone SO Important?
  • Put it All Together: Apply Your Learning!

6 Videos

  • Welcome to the Customer Service Fundamentals Course!
  • Welcome to Module 1
  • How do I begin to build rapport with callers?
  • Why is smiling SO important?
  • Why is tone so important?
  • Why are nonverbal cues important?

2 Readings

  • Introductory Material
  • Further Reading

Lesson 2: Clear and Concise Information

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 2 PeerReview
    • 2 Assignment
Show info about module content

2 Assignment

  • Identify Questioning Strategies
  • Lessons 1 and 2 Review

2 Peer Review

  • What Questions Would You Ask?
  • Internet Connectivity Problems

2 Discussions

  • Frustrated Caller
  • Put it All Together: Apply Your Learning!

3 Videos

  • What strategies should I use to understand the problem the customer is experiencing?
  • How do I ask clear and concise questions?
  • Why is it important to keep things simple?

1 Readings

  • Further Reading

Lesson 3: Just the Facts

    • 3 Videos
    • 1 Readings
    • 4 Discussion
Show info about module content

4 Discussions

  • Recap the Facts and Ask Probing Questions
  • Identify Information Overload
  • Accommodate Information Overload
  • Put It All Together: Apply Your Learning!

3 Videos

  • How do I get to the facts so I can lead customers through a fact-based problem resolution?
  • What is Information Overload and how can I help customers who are experiencing it?
  • How do I prevent and fix information overload?

1 Readings

  • Further Reading

Lesson 4: Tricks of the Trade

    • 4 Videos
    • 1 Readings
    • 3 Discussion
    • 2 PeerReview
    • 3 Assignment
Show info about module content

3 Assignment

  • Identify the Art of Saying No
  • Identify Ownership
  • Module 1 Review

2 Peer Review

  • Try Saying "No"
  • Take Ownership of a Caller's Problem

3 Discussions

  • Avoid Language That is Too Technical
  • Learn From Your Colleagues
  • Put it All Together: Apply Your Learning

4 Videos

  • How do I make no sound like yes?
  • How do I adapt to the caller's skill level?
  • How do I take ownership of the caller's problem?
  • Why is collaboration in the workplace important?

1 Readings

  • Further Reading

Lesson 1: Attentiveness

    • 3 Videos
    • 1 Readings
    • 3 PeerReview
    • 3 Assignment
Show info about module content

3 Assignment

  • Is This Customer Support Agent Patient?
  • Identify the Display of Empathy
  • Do You Hear a Positive Attitude?

3 Peer Review

  • Practice Patience in a Customer Service Setting!
  • Listen and Respond Empathetically
  • Are You Positive?

3 Videos

  • Does Patience Play a Role in Understanding Customer Issues and Behaviors?
  • Can being empathetic help keep situations from escalating?
  • Can the contagious nature of positivity help you build meaningful connections?

1 Readings

  • Further Reading

Lesson 2: Tenacity

    • 3 Videos
    • 1 Readings
    • 3 Discussion
    • 1 PeerReview
    • 2 Assignment
Show info about module content

2 Assignment

  • Think about Focus
  • Lesson 1 and 2 Quiz

1 Peer Review

  • What's YOUR story?

3 Discussions

  • Learn from Success Stories!
  • Fear Triggers
  • What Scares You?

3 Videos

  • How can I become a highly focused agent?
  • Is persistence the path to successful resolutions?
  • What does fear have to do with it?

1 Readings

  • Further Reading

Lesson 3: Resourcefulness

    • 2 Videos
    • 1 Readings
    • 1 Discussion
    • 1 PeerReview
    • 1 Assignment
Show info about module content

1 Assignment

  • Identify High CQ

1 Peer Review

  • What Amazes You?

1 Discussions

  • Curiosity vs. Willingness to Learn

2 Videos

  • How can curiosity help me bridge knowledge gaps?
  • What are the characteristics of a willing learner?

1 Readings

  • Further Reading

Lesson 4: Service

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 1 PeerReview
    • 2 Assignment
Show info about module content

2 Assignment

  • Identify the Natural Helper
  • Module 2 Review

1 Peer Review

  • What Would You Do?

2 Discussions

  • Are You Afraid to Ask for Help?
  • Practice Asking for Help

3 Videos

  • Why is the innate desire to help essential in customer support?
  • Why is it important to ask for help at work?
  • Why is teamwork essential for a seamless and unified level of service?

1 Readings

  • Further Reading

Lesson 1: Adopt Information Seeking Behaviors

    • 3 Videos
    • 1 Readings
    • 3 Discussion
    • 2 Assignment
Show info about module content

2 Assignment

  • Which Information Seeking Model is Being Used?
  • Identify the Use of Background Knowledge

3 Discussions

  • How Do YOU Search?
  • Identify Good Resources
  • Put it All Together: Apply Your Learning!

3 Videos

  • How do I conduct good searches?
  • How do I tell good and bad resources apart?
  • How can I use my technical skills to improve my information seeking behaviors?

1 Readings

  • Further Reading

Lesson 2: Develop and Manage your Resource Library

    • 3 Videos
    • 1 Readings
    • 3 Discussion
    • 1 PeerReview
    • 1 Assignment
Show info about module content

1 Assignment

  • Lessons 1 and 2 Review

1 Peer Review

  • Use Memorization Techniques

3 Discussions

  • Plan Your Library
  • How Should I Chunk My Resource Library?
  • Put it All Together: Apply Your Learning!

3 Videos

  • What are resource libraries, and why are they important?
  • How can I improve my memory?
  • How do I organize my resource library?

1 Readings

  • Further Reading

Lesson 3: Master the Fundamentals of Call Center Support

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 2 PeerReview
    • 1 Assignment
Show info about module content

1 Assignment

  • The Scientific Method

2 Peer Review

  • Get to the Root Cause
  • Solve the Problem

2 Discussions

  • Why is it Important for a Call Center Support Agent to Think and Work Like a Scientist?
  • Why is it Important to Confirm Results?

3 Videos

  • What does being a scientist have to do with being a good call center agent?
  • How do I get to the root cause of a problem?
  • How can I confirm that my proposed resolution works and my customer is satisfied?

1 Readings

  • Further Reading

Lesson 4: Learn the Lingo

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 1 PeerReview
    • 2 Assignment
Show info about module content

2 Assignment

  • Reflect On Problem Impact
  • Module 3 Review

1 Peer Review

  • What Would You Say and Do to Convey That You Are Aware?

2 Discussions

  • Reflect on Understanding
  • Break the Anger Cycle

3 Videos

  • What do I need to know to understand my customers' needs?
  • How do I communicate that I understand the impact of a customer issue?
  • How do I effectively work with angry callers?

1 Readings

  • Further Reading

Lesson 1: Flow Control

    • 2 Videos
    • 1 Readings
    • 2 Discussion
    • 1 PeerReview
Show info about module content

1 Peer Review

  • Resolution Time

2 Discussions

  • Define SLA and KPI Roles
  • Where do you need help?

2 Videos

  • What are SLAs and how do they benefit the service industry?
  • How do I effectively manage my time?

1 Readings

  • Further Reading

Lesson 2: Follow Organization Standards

    • 4 Videos
    • 1 Readings
    • 4 Discussion
    • 1 PeerReview
    • 1 Assignment
Show info about module content

1 Assignment

  • Lessons 1 and 2 Review

1 Peer Review

  • Practice Call Scoring

4 Discussions

  • Explain the Importance of Service Standards
  • The Importance of Documentation
  • Identify the Importance of Call Flow Standards
  • Reflect On a Customer Follow-Up Experience

4 Videos

  • What are service standards?
  • What information should be documented?
  • What are call flow standards?
  • Why is it important to follow up with customers?

1 Readings

  • Further Reading

Lesson 3: Follow Ticketing Standards

    • 3 Videos
    • 1 Readings
    • 2 Discussion
    • 1 PeerReview
Show info about module content

1 Peer Review

  • Learn Something New about ServiceNow

2 Discussions

  • Write a Ticket Response
  • Quick! Find a Shortcut!

3 Videos

  • What Are Ticketing Systems and What Are their Benefits?
  • What are some shortcut techniques agents can use to provide faster service?
  • How can ServiceNow or ITSM tools help agents manage their ticket queue?

1 Readings

  • Further Reading

Lesson 4: Technical Skills

    • 4 Videos
    • 2 Readings
    • 1 Discussion
    • 1 PeerReview
    • 3 Assignment
Show info about module content

3 Assignment

  • How many words do you type per minute?
  • Test Your Knowledge
  • Module 4 Review

1 Peer Review

  • Can you adopt the KCS way of thinking and working?

1 Discussions

  • Record Yourself

4 Videos

  • Why are typing skills important in Customer Service?
  • What can I do to enhance my verbal communication skills?
  • What terms are specific to processes and methodologies used in customer service?
  • What is the KCS methodology?

2 Readings

  • Technical Terminology Glossary
  • Further Reading

Auto Summary

Customer Service Fundamentals is a foundational IT & Computer Science course led by Coursera. It offers essential skills for a career in IT customer service, including communication, empathy, problem-solving, and process adherence. Spanning four interactive modules with labs, the course awards badges upon completion. Ideal for those seeking entry-level IT roles, it provides a comprehensive, 1440-minute learning experience available through a Starter subscription.

Keith Gibson
Instructor

Keith Gibson