Knowledge Accelerators
Customer Service Fundamentals
Knowledge Accelerators

Customer Service Fundamentals

Taught in English

Some content may not be translated

34,334 already enrolled

Course

Gain insight into a topic and learn the fundamentals

Keith Gibson

Instructor: Keith Gibson

4.8

(1,660 reviews)

Beginner level
No prior experience required
23 hours to complete
3 weeks at 7 hours a week
Flexible schedule
Learn at your own pace

Details to know

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Assessments

25 quizzes

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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 videos5 readings7 quizzes5 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 quizzes6 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 quizzes4 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 videos5 readings4 quizzes4 peer reviews9 discussion prompts

Instructor

Instructor ratings
4.8 (579 ratings)
Keith Gibson
Knowledge Accelerators
11 Courses160,674 learners

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Recommended if you're interested in Support and Operations

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