In today's tech industry, there are an increasing number of exciting, well-paying jobs that do not require a traditional college degree. And one of the most in-demand areas is IT customer service and support. It's an excellent place to start your career in IT, with opportunities ranging from onsite or remote help desk work to customer care or client support. With the IBM Customer Engagement Specialist Certificate Program, we can help you get there.
We will assist you in acquiring the knowledge and skills required to be a successful Customer engagement specialist:
- Communication abilities that emphasise clear, concise communication and listening.
- Appropriate empathetic behaviour, such as patience, curiosity, and willingness to assist.
- Problem solving to investigate an issue and assist in determining an appropriate solution.
- Adherence to processes to ensure proper flow and Service Level Agreements are met.
The course is divided into four modules, and you will be evaluated and awarded badges as you progress! After completing the Communication Skills and Personality modules, you can earn the IBM Soft Skills badge, and after completing the Problem Solving and Process Control modules, you can earn the IBM Call Management badge. The course also includes interactive training, as well as labs, to reinforce all of the above components.
After completing the course, you will receive an email from Acclaim with instructions on how to claim the badge. After accepting your badge, you must create a user account on Acclaim to manage your badge(s), opt-in to other communications and features, and take advantage of features that allow you to share your badge to social media and other destinations.
Do you want to see if this is a good career for you? IBM is collaborating with MyInnerGenius, one of the world's leading assessment companies, to help you discover which IT careers you will enjoy – careers that are a good fit for you – regardless of your education or experience – even if you have never considered a career in IT.
1. Communication Skills
- Welcome to the IBM Customer Engagement Specialist Professional Certificate Course!
- Welcome to Module 1
- How do I begin to build rapport with callers?
- Why is it SO important to smile?
- Why is tone so important?
- Why are nonverbal cues important?
- What strategies should I use to understand the problem the customer is experiencing?
- How do I ask clear and concise questions?
- Why is it important to keep things simple?
- How do I get to the facts so I can lead customers through a fact-based problem resolution?
- What is Information Overload and how can I help customers who are experiencing it?
- How do I prevent and fix Information Overload?
- How do I make no sound like yes?
- How do I adapt to the caller's skill level?
- How do I take ownership of the caller's problem?
- Why is collaboration in the workplace important?
- Does Patience Play a Role in Understanding Customer Issues and Behaviors?
- Can being empathetic help keep situations from escalating?
- Can the contagious nature of positivity help you build meaningful connections?
- How can I become a highly focused agent?
- Is persistence the path to successful resolutions?
- What does fear have to do with it?
- How can curiosity help me bridge knowledge gaps?
- What are the characteristics of a willing learner?
- Why is the innate desire to help essential in customer support?
- Why is it important to ask for help at work?
- Why is teamwork essential for a seamless and unified level of service?
3. Problem Solving
- How do I conduct good searches?
- How do I tell good and bad resources apart?
- How can I use my technical skills to improve my information seeking behaviors?
- What are resource libraries, and why are they important?
- How can I improve my memory?
- How do I organize my resource library?
- What does being a scientist have to do with being a good call center agent?
- How do I get to the root cause of a problem?
- How can I confirm that my proposed resolution works and my customer is satisfied?
- What do I need to know to understand my customers' needs?
- How do I communicate that I understand the impact of a customer issue?
- How do I effectively work with angry callers?
4. Process Control
- What are SLAs and how do they benefit the service industry?
- How do I effectively manage my time?
- What are service standards?
- What information should be documented?
- What are call flow standards?
- Why is it important to follow up with customers?
- What Are Ticketing Systems and What Are their Benefits?
- What are some shortcut techniques agents can use to provide faster service?
- How can ServiceNow or ITSM tools help agents manage their ticket queue?
- Why are typing skills important in Customer Service?
- What can I do to enhance my verbal communication skills?
- What terms are specific to processes and methodologies used in customer service?
- What is the KCS methodology?