Customer Service Fundamentals – Gehi Law

About Course

Instructor

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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.

Course Content

1. 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.

Welcome to Module 1

03:00
How do I begin to build rapport with callers?

07:00
Why is smiling SO important?

04:00
Why is tone so important?

03:00
Why are nonverbal cues important?

03:00
What strategies should I use to understand the problem the customer is experiencing?

02:00
How do I ask clear and concise questions?

04:00
Why is it important to keep things simple?

03:00

2. Facts and Tricks of trade

3. 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.

Does Patience Play a Role in Understanding Customer Issues and Behaviors?

04:00
Can being empathetic help keep situations from escalating?

04:00
Can the contagious nature of positivity help you build meaningful connections?

04:00
How can I become a highly focused agent?

06:00
Is persistence the path to successful resolutions?

04:00
What does fear have to do with it?

04:00
How can curiosity help me bridge knowledge gaps?

03:00
What are the characteristics of a willing learner?

04:00
Why is the innate desire to help essential in customer support?

04:00
Why is it important to ask for help at work?

03:00
Why is teamwork essential for a seamless and unified level of service?

04:00

4. 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.

How do I conduct good searches?

10:00
How do I tell good and bad resources apart?

04:00
How can I use my technical skills to improve my information seeking behaviors?

02:00
What are resource libraries, and why are they important?

04:00
How can I improve my memory?

05:00
How do I organize my resource library?

03:00
What does being a scientist have to do with being a good call center agent?

03:00
How do I get to the root cause of a problem?

03:30
How can I confirm that my proposed resolution works and my customer is satisfied?

03:00
What do I need to know to understand my customers’ needs?

03:00
How do I communicate that I understand the impact of a customer issue?

03:00
How do I effectively work with angry callers?

06:00

5. Process control
Learners will build on what they have 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

Add this certificate to your resume to demonstrate your skills & increase your chances of getting noticed.

About Course

Instructor

Offered by

What Will You Learn?

Course Content

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?

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?

2. Facts and Tricks of trade

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?

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?

3. 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.

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?

How can I become a highly focused agent?

Is persistence the path to successful resolutions?

What does fear have to do with it?

How can curiosity help me bridge knowledge gaps?

What are the characteristics of a willing learner?

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?

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?

What are resource libraries, and why are they important?

How can I improve my memory?

How do I organize my resource library?

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?

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?

What are SLAs and how do they benefit the service industry?

How do I effectively manage my time?

What are call flow standards?

Why is it important to follow up with customers?

What are some shortcut techniques agents can use to provide faster service?

Why are typing skills important in Customer Service?

What can I do to enhance my verbal communication skills?

Earn a certificate

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3. 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.