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Customer Service Fundamentals · LearnSpace
Назад в каталог
courseraIT и технологии

Customer Service Fundamentals

Курс от Knowledge Accelerators
Начальный≈ 16.4 чАнглийский
О курсеНавыкиПрограммаПреподаватели

О курсе

Launch your career in customer service, no degree required! This course prepares you for high-demand roles across industries by building essential communication, problem-solving, and empathy skills. Get job-ready for roles like Customer Service Specialist, Help Desk Agent, and Support Associate through interactive training and real-world simulations. You’ll Learn How To: • Communicate with clarity and empathy • Resolve customer issues using structured methods • Apply service standards and use ticketing systems • Navigate call flows and CRM tools • Demonstrate traits that drive success Course Features: • Beginner-friendly • Interactive modules • Covers both soft skills and technical tools • Final review to demonstrate mastery • Realistic customer interaction scenarios Who Should Enroll? • Job seekers and career switchers • Students and recent grads • Professionals improving communication and empathy • Anyone preparing for support roles Recommended Background: • No prior experience needed • Basic computer literacy • Interest in customer-facing work Ready to get started? Enroll now and build the confidence to succeed!

Навыки, которые вы освоите

Customer ServiceProblem SolvingEmpathyCustomer SupportTelephone SkillsTechnical Support and ServicesCommunicationHelp Desk SupportPersonal AttributesProcess ManagementGreeting CustomersCustomer EngagementCustomer Complaint ResolutionCustomer Relationship ManagementCustomer experience improvementService LevelCustomer and Client Support

Программа курса

6 модулей · 118 учебных материалов

01Introduction to Customer Service Fundamentals3 материалов
Welcome to the Customer Service Fundamentals Course!ВидеоHow confident are you in your soft skills?DIALOGUEIntroductory MaterialЧтение
02Communication Skills29 материалов

Lesson 1: You Are What They Hear

Учитесь у экспертов

Keith Gibson

CEO

Customer Service Fundamentals
В каталоге вашей программы

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Новые знания — в удобное для вас время.

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Обучение откроется на Coursera
в новой вкладке

Обучение на Coursera

≈ 16.4 ч

6 модулей

Язык: Английский

Субтитры: Арабский, Французский, Бенгальский, Узбекский, Украинский, Китайский (Китай), Греческий, Итальянский, Бразильский португальский, Нидерландский, Корейский, Немецкий, Пушту, Урду, Русский, Тайский, Индонезийский, Шведский, Турецкий, Азербайджанский, Испанский, Дари, Хинди, Японский, Казахский, Венгерский, Польский

Часть программы вашего университета
How do I begin to build rapport with callers?Видео
Why is smiling SO important?Видео
Why is tone so important?Видео
Why are nonverbal cues important?Видео
Lesson 1 ReviewЗадание
Describe the Differences You Hear Between Each CallЗадание
Further ReadingЧтение

Lesson 2: Clear and Concise Information

What strategies should I use to understand the problem the customer is experiencing?ВидеоHow do I ask clear and concise questions?ВидеоWhy is it important to keep things simple?ВидеоLesson 2 ReviewЗаданиеIdentify Questioning Strategies ЗаданиеPut it All Together: Apply Your Learning!DIALOGUEFurther ReadingЧтение

Lesson 3: Just the Facts

How do I get to the facts so I can lead customers through a fact-based problem resolution?ВидеоWhat is Information Overload and how can I help customers who are experiencing it?ВидеоHow do I prevent and fix information overload?ВидеоLesson 3 ReviewЗаданиеRecap the Facts and Ask Probing QuestionsЗаданиеFurther ReadingЧтение

Lesson 4: Tricks of the Trade

How do I make no sound like yes?ВидеоHow do I adapt to the caller's skill level?ВидеоHow do I take ownership of the caller's problem?ВидеоWhy is collaboration in the workplace important?ВидеоLesson 4 ReviewЗаданиеIdentify Ownership ЗаданиеIdentify the Art of Saying No ЗаданиеPut it All Together: Apply Your LearningDIALOGUEFurther ReadingЧтение
03Personality27 материалов

Lesson 1: Attentiveness

Does Patience Play a Role in Understanding Customer Issues and Behaviors?ВидеоCan being empathetic help keep situations from escalating?ВидеоCan the contagious nature of positivity help you build meaningful connections?ВидеоLesson 1 ReviewЗаданиеIs This Customer Support Agent Patient? ЗаданиеIdentify the Display of EmpathyЗаданиеDo You Hear a Positive Attitude? ЗаданиеFurther ReadingЧтение

Lesson 2: Tenacity

How can I become a highly focused agent?ВидеоIs persistence the path to successful resolutions?ВидеоWhat does fear have to do with it?ВидеоLesson 2 ReviewЗаданиеThink about Focus ЗаданиеPut it All Together: Apply Your LearningDIALOGUE

Lesson 3: Resourcefulness

How can curiosity help me bridge knowledge gaps?ВидеоWhat are the characteristics of a willing learner?ВидеоLesson 3 ReviewЗаданиеIdentify High CQ ЗаданиеFurther ReadingЧтение

Lesson 4: Service

Why is the innate desire to help essential in customer support?ВидеоWhy is it important to ask for help at work?ВидеоWhy is teamwork essential for a seamless and unified level of service?ВидеоLesson 4 Review ЗаданиеIdentify the Natural Helper ЗаданиеPut it All Together: Apply Your LearningDIALOGUE
04Problem Solving28 материалов

Lesson 1: Adopt Information Seeking Behaviors

How do I conduct good searches?ВидеоHow do I tell good and bad resources apart?ВидеоHow can I use my technical skills to improve my information seeking behaviors?ВидеоHow can I use AI to support my workflow?ВидеоLesson 1 ReviewЗаданиеWhich Information Seeking Model is Being Used? ЗаданиеIdentify the Use of Background KnowledgeЗаданиеFurther ReadingЧтение

Lesson 2: Develop and Manage your Resource Library

What are resource libraries, and why are they important?ВидеоHow can I improve my memory?ВидеоHow do I organize my resource library?ВидеоLessons 2 Review ЗаданиеHow Should I Chunk My Resource Library?ЗаданиеPut it All Together: Apply Your LearningDIALOGUE

Lesson 3: Master the Fundamentals of Call Center Support

What does being a scientist have to do with being a good call center agent?ВидеоHow do I get to the root cause of a problem?ВидеоHow can I confirm that my proposed resolution works and my customer is satisfied?ВидеоLesson 3 ReviewЗаданиеThe Scientific MethodЗаданиеFurther ReadingЧтение

Lesson 4: Learn the Lingo

What do I need to know to understand my customers' needs?ВидеоHow do I communicate that I understand the impact of a customer issue?ВидеоHow do I effectively work with angry callers?ВидеоLesson 4 Review ЗаданиеReflect On Problem Impact ЗаданиеPut it All Together: Apply Your LearningDIALOGUE
05Process Control29 материалов

Lesson 1: Flow Control

What are SLAs and how do they benefit the service industry?ВидеоHow do I effectively manage my time?ВидеоLesson 1 ReviewЗаданиеWhere Do You Need Help?ЗаданиеFurther ReadingЧтение

Lesson 2: Follow Organization Standards

What are service standards?ВидеоWhat information should be documented?ВидеоWhat are call flow standards?ВидеоWhy is it important to follow up with customers?ВидеоLessons 2 Review ЗаданиеThe Importance of DocumentationЗаданиеPut it All Together: Apply Your LearningDIALOGUEFurther ReadingЧтение

Lesson 3: Follow Ticketing Standards

What Are Ticketing Systems and What Are their Benefits?ВидеоWhat are some shortcut techniques agents can use to provide faster service?ВидеоHow can ServiceNow or ITSM tools help agents manage their ticket queue?ВидеоLesson 3 ReviewЗаданиеWrite a Ticket Response ЗаданиеFurther ReadingЧтение

Lesson 4: Technical Skills

Why are typing skills important in Customer Service?ВидеоWhat can I do to enhance my verbal communication skills?ВидеоWhat terms are specific to processes and methodologies used in customer service?ВидеоWhat is the KCS methodology?ВидеоLesson 4 ReviewЗаданиеHow many words do you type per minute?Задание
06Final Review2 материалов
Final ReviewЗаданиеCongratulations!Чтение
Further ReadingЧтение
Further ReadingЧтение
Further ReadingЧтение
Further ReadingЧтение
Test Your Knowledge Задание
Technical Terminology GlossaryЧтение
Put it All Together: Apply Your LearningDIALOGUE
Further ReadingЧтение