Virtual program of:Coursera |
There are a growing number of interesting, well-paying jobs in today's tech industry that don't require a traditional college degree. And one of the hottest areas with high demand is IT customer service and support. It's a perfect entry point to start your IT career with a multitude of openings ranging from on-site or remote help desk work to customer service or customer support. We can help you do that with the IBM Customer Engagement Specialist Certificate Program.
With this IBM program, Customer Engagement Specialist, you will gain the knowledge and develop the skills necessary to become a successful customer engagement specialist:
• Communication skills that focus on clear and concise communication and listening.
• Appropriate empathetic behavior, such as patience, curiosity, and willingness to help.
• Troubleshooting to investigate a problem and help determine an appropriate resolution.
• Process compliance to ensure proper flow and service level agreements are met.
The course is made up of 4 modules and you will be assessed and awarded badges along the way! You will earn IBM Soft Skills badges 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 that includes labs to reinforce all of the above components.
Upon completion of the course, you will receive an email notification from Acclaim with instructions on how to claim your badge. Accepting your badge will require you to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt out of other communications and features, and take advantage of features that allow you to share your badge on social networks 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 what careers in IT you'll love, careers that are a perfect fit for you, regardless of your education or experience, even if you've never considered a role in IT.
In less than an hour, you'll receive specific recommendations for important roles in which you'll excel and everything you need to get started. You can even earn digital IBM badges to show the world your skills!
Students will be introduced to the work environment by exploring the importance of establishing rapport and maintaining a positive tone when communicating with clients. Students will understand the value and demonstrate the ability to use clear and concise communication skills. Students will also explore the secrets of internal success, such as the art of saying "No" and how to use collaboration with colleagues to improve the overall work experience. Throughout the module, students will practice and apply newly acquired knowledge.
Students will explore personality traits that are recognized as leading indicators of success in the field of customer service. Students will identify the basic characteristics of each personality trait and assess their own strengths and weaknesses. They will reflect on recommended strategies to develop traits within themselves and practice and apply their newly acquired knowledge by reacting to and solving authentic call center problems.
Students will discover best practices related to finding and evaluating resources used to assist in the process of solving problems and providing solutions to customers. Students will explore various methods of organizing resources so that they can be retrieved efficiently when needed. By making connections to the scientific method, students will explore a methodical problem-solving process and apply it to real-world situations.
Students will build on what they have learned about communication, personality, and problem solving from the previous modules and begin to apply this in the workplace. Students will be introduced to the concept of service level agreements and explore how they affect the service industry. Through exploring standards, students will begin to understand the value of ticketing systems in monitoring documentation used to support customers. Finally, students will examine their own technical skills, practice perfecting their typing and speaking skills, learn technical terminology, and explore the KCS methodology.
With a Coursera Professional Certificate you could start a new career or change your current career. Today's world is demanding skills and knowledge in technologies that more and more companies need. Learn at your own pace, when and where you want. In a period of less than a year you could acquire a professional certificate, which added to your current profession, could give you substantial added value to your work experience and attract the attention of "head hunters".
The most prestigious universities and the most relevant companies in the world offer professional certificates in alliance with Coursera
Professional certificates are the best way to receive top quality education in the world, at unique values.
Each study offers certification options highly valued by recruiters, or prepare you for official industry certification.
Professional certificates are in-depth studies in high-demand technology skills that you can earn in about 6-10 months.
Coursera offers courses from over 200 leading universities and companies to deliver online learning around the world. With a Coursera Plus subscription, you get unlimited access to over 90% of all courses, and the most popular professional certificates and specializations on Coursera.
Data science, business and personal development. You can enroll in multiple courses at once, earn unlimited certificates, and learn in-demand job skills to start, grow, and even change careers.
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IBM offers a wide range of consulting and technology services; a broad portfolio of middleware for collaboration, predictive analytics, software development, and systems management; and the most advanced servers and supercomputers in the world. Using its R&D, technology and business consulting expertise, IBM helps clients become "smarter" as the planet becomes more digitally interconnected. IBM spends more than $6 billion a year on R&D, and just completed its 5st year of patent leadership. IBM Research has received recognition beyond any commercial technology research organization and is home to 9 Nobel Laureates, 5 US National Medals of Technology, 6 US National Medals of Science, 10 Turing Awards and XNUMX inductees of the US Inventors Hall of Fame
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