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stars

1,297 ratings

Keith Gibson

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Customer Service Fundamentals

Knowledge Accelerators

About this Course

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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.    
  
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.

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. 23 hours to complete

English

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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. 23 hours to complete

English

Could your company benefit from training employees on in-demand skills?

Try Coursera for Business

Instructor

Instructor rating

4.77/5 (425 Ratings)

Keith Gibson

36,687 Learners

3 Courses

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.

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Syllabus - What you will learn from this course

Content Rating97%(14,429 ratings)

Week1

Week 1

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

16 videos

Welcome to the Customer Service Fundamentals Course!1mWelcome to Module 12mHow do I begin to build rapport with callers?6mWhy is smiling SO important?3mWhy is tone so important?2mWhy are nonverbal cues important?3mWhat strategies should I use to understand the problem the customer is experiencing?2mHow do I ask clear and concise questions?3mWhy is it important to keep things simple?2mHow do I get to the facts so I can lead customers through a fact-based problem resolution?4mWhat is Information Overload and how can I help customers who are experiencing it?2mHow do I prevent and fix information overload?2mHow do I make no sound like yes?2mHow do I adapt to the caller's skill level?3mHow do I take ownership of the caller's problem?2mWhy is collaboration in the workplace important?1m

5 readings

Introductory Material2mFurther Reading2mFurther Reading2mFurther Reading2mFurther Reading2m

7 practice exercises

Opt-in to receive your badge!Describe the Differences You Hear Between Each Call30mIdentify Questioning Strategies5mLessons 1 and 2 Review14mIdentify the Art of Saying No5mIdentify Ownership5mModule 1 Review15m

Week2

Week 2

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

11 videos

Does Patience Play a Role in Understanding Customer Issues and Behaviors?4mCan being empathetic help keep situations from escalating?3mCan the contagious nature of positivity help you build meaningful connections?4mHow can I become a highly focused agent?6mIs persistence the path to successful resolutions?3mWhat does fear have to do with it?4mHow can curiosity help me bridge knowledge gaps?4mWhat are the characteristics of a willing learner?3mWhy is the innate desire to help essential in customer support?3mWhy is it important to ask for help at work?3mWhy is teamwork essential for a seamless and unified level of service?4m

4 readings

Further Reading2mFurther Reading2mFurther Reading2mFurther Reading2m

8 practice exercises

Is This Customer Support Agent Patient?5mIdentify the Display of Empathy5mDo You Hear a Positive Attitude?5mThink about Focus2mLesson 1 and 2 Quiz30mIdentify High CQ30mIdentify the Natural Helper5mModule 2 Review22m

Week3

Week 3

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

12 videos

How do I conduct good searches?9mHow do I tell good and bad resources apart?3mHow can I use my technical skills to improve my information seeking behaviors?1mWhat are resource libraries, and why are they important?3mHow can I improve my memory?4mHow do I organize my resource library?2mWhat does being a scientist have to do with being a good call center agent?3mHow do I get to the root cause of a problem?3mHow can I confirm that my proposed resolution works and my customer is satisfied?3mWhat do I need to know to understand my customers' needs?3mHow do I communicate that I understand the impact of a customer issue?3mHow do I effectively work with angry callers?6m

4 readings

Further Reading2mFurther Reading10mFurther Reading2mFurther Reading2m

6 practice exercises

Which Information Seeking Model is Being Used?30mIdentify the Use of Background Knowledge2mLessons 1 and 2 Review15mThe Scientific Method5mReflect On Problem Impact30mModule 3 Review22m

Week4

Week 4

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

13 videos

What are SLAs and how do they benefit the service industry?5mHow do I effectively manage my time?5mWhat are service standards?6mWhat information should be documented?6mWhat are call flow standards?5mWhy is it important to follow up with customers?3mWhat Are Ticketing Systems and What Are their Benefits?7mWhat are some shortcut techniques agents can use to provide faster service?5mHow can ServiceNow or ITSM tools help agents manage their ticket queue?6mWhy are typing skills important in Customer Service?4mWhat can I do to enhance my verbal communication skills?4mWhat terms are specific to processes and methodologies used in customer service?2mWhat is the KCS methodology?3m

5 readings

Further Reading2mFurther Reading2mFurther Reading2mTechnical Terminology Glossary10mFurther Reading2m

4 practice exercises

Lessons 1 and 2 Review15mHow many words do you type per minute?30mTest Your Knowledge15mModule 4 Review21m

Frequently Asked Questions

Can I preview a course before enrolling?
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.
What will I get when I enroll?
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.
When will I receive my 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.
Why can’t I audit this course?
This course is one of a few offered on Coursera that are currently available only to learners who have paid or received financial aid, when available.
Is financial aid available?
Yes. In select learning programs, you can apply for financial aid or a scholarship if you can’t afford the enrollment fee. If fin aid or scholarship is available for your learning program selection, you’ll find a link to apply on the description page.

More questions? Visit the Learner Help Center.

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Customer Service Fundamentals

Customer Service Fundamentals

About this Course

Skills you will gain