Customer Service Fundamentals by Coursera
Skills you will learn!
Curriculum
47 Topics
Welcome to the Customer Service Fundamentals Course!
Welcome to Module 1
How do I begin to build rapport with callers?
Why is smiling SO important?
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?
Introductory Material
Further Reading
Further Reading
Further Reading
Further Reading
Lessons 1 and 2 Review
Module 1 Review
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Describe the Differences You Hear Between Each Call
Identify Questioning Strategies
Identify the Art of Saying No
Identify Ownership
Identify Tone in Text-Based Communications
What Questions Would You Ask?
Internet Connectivity Problems
Take Ownership of a Caller's Problem
Try Saying "No"
What Would You Do to Build Rapport with this Caller?
Listen for a Smile!
Record Yourself Saying "Have a good day!"
Why is Tone SO Important?
Put it All Together: Apply Your Learning!
Frustrated Caller
Put it All Together: Apply Your Learning!
Recap the Facts and Ask Probing Questions
Identify Information Overload
Accommodate Information Overload
Put It All Together: Apply Your Learning!
Avoid Language That is Too Technical
Learn From Your Colleagues
Put it All Together: Apply Your Learning
35 Topics
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?
Further Reading
Further Reading
Further Reading
Further Reading
Lesson 1 and 2 Quiz
Module 2 Review
Is This Customer Support Agent Patient?
Identify the Display of Empathy
Do You Hear a Positive Attitude?
Think about Focus
Identify High CQ
Identify the Natural Helper
Practice Patience in a Customer Service Setting!
Listen and Respond Empathetically
Are You Positive?
What's YOUR story?
What Amazes You?
What Would You Do?
Learn from Success Stories!
Fear Triggers
What Scares You?
Curiosity vs. Willingness to Learn
Are You Afraid to Ask for Help?
Practice Asking for Help
36 Topics
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?
Further Reading
Further Reading
Further Reading
Further Reading
Lessons 1 and 2 Review
Module 3 Review
Which Information Seeking Model is Being Used?
Identify the Use of Background Knowledge
The Scientific Method
Reflect On Problem Impact
Use Memorization Techniques
Get to the Root Cause
What Would You Say and Do to Convey That You Are Aware?
Solve the Problem
How Do YOU Search?
Identify Good Resources
Put it All Together: Apply Your Learning!
Plan Your Library
How Should I Chunk My Resource Library?
Put it All Together: Apply Your Learning!
Why is it Important for a Call Center Support Agent to Think and Work Like a Scientist?
Why is it Important to Confirm Results?
Reflect on Understanding
Break the Anger Cycle
35 Topics
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?
Further Reading
Further Reading
Further Reading
Technical Terminology Glossary
Further Reading
Lessons 1 and 2 Review
Module 4 Review
How many words do you type per minute?
Test Your Knowledge
Resolution Time
Learn Something New about ServiceNow
Can you adopt the KCS way of thinking and working?
Practice Call Scoring
Define SLA and KPI Roles
Where do you need help?
Explain the Importance of Service Standards
The Importance of Documentation
Identify the Importance of Call Flow Standards
Reflect On a Customer Follow-Up Experience
Write a Ticket Response
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Record Yourself
Customer Service Fundamentals
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