IBM SkillsBuild Customer Engagement Fundamentals
About the course:
One of the hottest job areas in high demand is in IT customer service and support. Customer engagement specialists (also known as customer support agents or customer service representatives) are primary points of contact for customers. These service professionals ensure customers are satisfied, even delighted, with the experiences and interactions that they have through customer service channels.
If you’re intrigued by the field of customer engagement, this course is for you. Learn the skills to build relationships with customers, help them solve stressful problems, and win their loyalty. In this course, you’ll discover strategies to build rapport with customers, develop communication skills to troubleshoot issues and guide customers through solutions, use scientific methods to solve problems creatively, and become a productive team member.
After completing Customer Engagement Fundamentals, you should be able to:
Explain guidelines to conduct respectful and productive discussions with customers
Describe personality traits that facilitate a service-oriented mindset
Explain troubleshooting and problem-solving methodologies
Describe techniques to adhere to organization process and service standards
