IBM Customer Engagement Specialist Professional Certificate

IBM

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. And one of the hottest areas with high demand is in IT customer service and support. It's 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 IBM Customer Engagement Specialist Certificate Program.  
We will help you to build the knowledge and develop the skills needed to be a successful Customer engagement 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!  Earn the IBM Soft Skills badge after completing the Communication Skills and Personality modules and the IBM Call Management badge after completing the Problem Solving and Process Control modules.  The course also includes interactive training including labs to reinforce all of the 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.

Want to see if this is a good career fit for you?  IBM is collaborating with MyInnerGenius, one of the world's leading assessment companies, to help you find out which careers in IT you will love -- careers that are a great match for you -- regardless of your education or experience -- even if you’ve never considered a role in IT. 
 
In less than an hour, you will receive targeted recommendations for hot roles where you will excel and everything you need to get started. You can even earn IBM Digital Badges to show the world your skills!

Find out more http://ibm.myinnergenius.com/

Learner Career Outcomes

24%

started a new career after completing these courses

19%

got a tangible career benefit from this course

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Beginner Level

Approx. 24 hours to complete

English

Subtitles: English

Skills you will gain

Process ManagementCommunicationProblem SolvingIT Customer Support

Learner Career Outcomes

24%

started a new career after completing these courses

19%

got a tangible career benefit from this course

Shareable Certificate

Earn a Certificate upon completion

100% online

Start instantly and learn at your own schedule.

Flexible deadlines

Reset deadlines in accordance to your schedule.

Beginner Level

Approx. 24 hours to complete

English

Subtitles: English

Instructor

Instructor rating

4.76/5 (105 Ratings)

IBM Training and Skills
Top Instructor

5,036 Learners

1 Course

Offered by

IBM

IBM offers a wide range of technology and consulting services; a broad portfolio of middleware for collaboration, predictive analytics, software development and systems management; and the world's most advanced servers and supercomputers. Utilizing its business consulting, technology and R&D expertise, IBM helps clients become "smarter" as the planet becomes more digitally interconnected. IBM invests more than $6 billion a year in R&D, just completing its 21st year of patent leadership. IBM Research has received recognition beyond any commercial technology research organization and is home to 5 Nobel Laureates, 9 US National Medals of Technology, 5 US National Medals of Science, 6 Turing Awards, and 10 Inductees in US Inventors Hall of Fame.

Syllabus - What you will learn from this course

Content Rating97%(4,013 ratings)

Week

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 46 min), 5 readings, 12 quizzes

16 videos

Welcome to the IBM Customer Engagement Specialist Professional Certificate Course!2m

Welcome to Module 11m

How do I begin to build rapport with callers?5m

Why is it SO important to smile?3m

Why is tone so important?2m

Why are nonverbal cues important?3m

What strategies should I use to understand the problem the customer is experiencing?1m

How do I ask clear and concise questions?3m

Why is it important to keep things simple?2m

How do I get to the facts so I can lead customers through a fact-based problem resolution?4m

What is Information Overload and how can I help customers who are experiencing it?2m

How do I prevent and fix Information Overload?2m

How do I make no sound like yes?2m

How do I adapt to the caller's skill level?2m

How do I take ownership of the caller's problem?2m

Why is collaboration in the workplace important?1m

5 readings

Introductory Material2m

Further Reading2m

7 practice exercises

Opt-in to receive your badge!

Describe the Differences You Hear Between Each Call.30m

Identify Questioning Strategies5m

Lessons 1 and 2 Review14m

Identify the Art of Saying No5m

Identify Ownership5m

Module 1 Review15m

Week

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 will practice and apply newly acquired knowledge by reacting to and resolving authentic call center problems.

6 hours to complete

11 videos (Total 43 min), 4 readings, 14 quizzes

11 videos

Does Patience Play a Role in Understanding Customer Issues and Behaviors?4m

Can being empathetic help keep situations from escalating?3m

Can the contagious nature of positivity help you build meaningful connections?4m

How can I become a highly focused agent?5m

Is persistence the path to successful resolutions?3m

What does fear have to do with it?3m

How can curiosity help me bridge knowledge gaps?4m

What are the characteristics of a willing learner?3m

Why is the innate desire to help essential in customer support?3m

Why is it important to ask for help at work?2m

Why is teamwork essential for a seamless and unified level of service?3m

4 readings

Further Reading2m

8 practice exercises

Is this Customer Support Agent Patient?5m

Identify the Display of Empathy5m

Do You Hear a Positive Attitude?5m

Think about Focus2m

Lesson 1 and 2 Quiz30m

Identify High CQ30m

Identify the Natural Helper5m

Module 2 Review22m

Week

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. Through 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 45 min), 4 readings, 10 quizzes

12 videos

How do I conduct good searches?9m

How do I tell good and bad resources apart?3m

How can I use my technical skills to improve my information seeking behaviors?1m

What are resource libraries, and why are they important?3m

How can I improve my memory?4m

How do I organize my resource library?2m

What does being a scientist have to do with being a good call center agent?3m

How do I get to the root cause of a problem?3m

How can I confirm that my proposed resolution works and my customer is satisfied?2m

What do I need to know to understand my customers' needs?2m

How do I communicate that I understand the impact of a customer issue?2m

How do I effectively work with angry callers?5m

4 readings

Further Reading2m

6 practice exercises

Which Information Seeking Model is being Used?30m

Identify the Use of Background Knowledge2m

Lessons 1 and 2 Review15m

The Scientific Method5m

Reflect On Problem Impact30m

Module 3 Review22m

Week

Week 4

5 hours to complete

Process Control

Learners will build on what they 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.

5 hours to complete

13 videos (Total 59 min), 5 readings, 8 quizzes

13 videos

What are SLAs and how do they benefit the service industry?5m

How do I effectively manage my time?4m

What are service standards?5m

What information should be documented?5m

What are call flow standards?5m

Why is it important to follow up with customers?2m

What Are Ticketing Systems and What Are their Benefits?6m

What are some shortcut techniques agents can use to provide faster service?4m

How can ServiceNow or ITSM tools help agents manage their ticket queue?5m

Why are typing skills important in Customer Service?4m

What can I do to enhance my verbal communication skills?3m

What terms are specific to processes and methodologies used in customer service?2m

What is the KCS methodology?2m

5 readings

Further Reading2m

Technical Terminology Glossary10m

Further Reading2m

4 practice exercises

Lessons 1 and 2 Review15m

How many words do you type per minute?30m

Test Your Knowledge15m

Module 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, Coursera provides financial aid to learners who cannot afford the fee. Apply for it by clicking on the Financial Aid link beneath the "Enroll" button on the left. You’ll be prompted to complete an application and will be notified if you are approved. Learn more.
When will I receive my IBM Customer Engagement Professional Certificate?
Upon successful completion 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.
Will I earn university credit for completing the Course?
This Course doesn't carry university credit, but some universities may choose to accept Course Certificates for credit. Check with your institution to learn more. Online Degrees and Mastertrack™ Certificates on Coursera provide the opportunity to earn university credit.

More questions? Visit the Learner Help Center.

IBM Customer Engagement Specialist Professional Certificate