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.
Customer Service Fundamentals
Gain insight into a topic and learn the fundamentals.
4.8
(1,811 reviews)
Beginner level
No prior experience required
Flexible schedule
Approx. 23 hours
Learn at your own pace
98%
Most learners liked this course
Skills you'll gain
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Assessments
25 assignments
Taught in English
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There are 4 modules in this course
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.
What's included
16 videos6 readings7 assignments5 peer reviews14 discussion prompts
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.
What's included
11 videos4 readings8 assignments6 peer reviews6 discussion prompts
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.
What's included
12 videos4 readings6 assignments4 peer reviews10 discussion prompts
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.
What's included
13 videos6 readings4 assignments4 peer reviews9 discussion prompts
Instructor
Instructor ratings
4.8 (635 ratings)
Offered by
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CVS Health
CVS Health
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4.8
1,811 reviews
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Showing 3 of 1811
MI
5
Reviewed on Jul 26, 2024
This course was really helpful and very detailed. It gave a very detailed introduction to customer service representative and support. Very easy to understand.
MY
5
Reviewed on Dec 20, 2018
This course has helped me to enhance my customer support skills. I implemented these skills while I was working. I got an excellent result. Thank you for this offering !
RR
5
Reviewed on May 31, 2020
This course is definitely a great course for beginners and intermediates. Helped me understand a lot of things. Thank you IBM and Coursera for this wonderful course.
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Frequently asked questions
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.
If you decide to enroll in the course before the session start date, you will have access to all of the lecture videos and readings for the course. You’ll be able to submit assignments once the session starts.
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.
More questions
Financial aid available,