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.
Offered By
Customer Service Fundamentals
Knowledge AcceleratorsAbout this Course
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Flexible deadlines
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Shareable Certificate
Earn a Certificate upon completion
100% online
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Beginner Level
Approx. 24 hours to complete
English
Subtitles: English
Skills you will gain
- Process Management
- Communication
- Problem Solving
- IT Customer Support
Flexible deadlines
Reset deadlines in accordance to your schedule.
Shareable Certificate
Earn a Certificate upon completion
100% online
Start instantly and learn at your own schedule.
Beginner Level
Approx. 24 hours to complete
English
Subtitles: English
Offered by
Knowledge Accelerators
Syncing people with must-know knowledge has been our objective since 1997. During our knowledge-delivering journey, we have discovered that we are ALL visual learners. We document all of our trainees learning progressions and transform it into a standardized learning format, so repetitive learning patterns can be established. This is why our help desk is effective at identifying problems and resolving them with simple solutions.
Syllabus - What you will learn from this course
7 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.
7 hours to complete
16 videos (Total 49 min), 5 readings, 12 quizzes
6 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 practice and apply newly acquired knowledge by reacting to and resolving authentic call center problems.
6 hours to complete
11 videos (Total 46 min), 4 readings, 14 quizzes
6 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. By making connections to the Scientific Method, learners will explore a methodical problem-solving process and apply it to real-world situations.
6 hours to complete
12 videos (Total 49 min), 4 readings, 10 quizzes
6 hours to complete
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. 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.
6 hours to complete
13 videos (Total 69 min), 5 readings, 8 quizzes
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