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IBM Customer Engagement Specialist Professional Certificate

Approx. 24 hours to complete

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Course Summary

This course is designed to teach you how to create personalized customer experiences through IBM's customer engagement tools. You will learn how to analyze customer data to create targeted marketing campaigns and improve customer retention rates.

Key Learning Points

Learn how to use IBM's customer engagement tools to create personalized experiences for your customers
Analyze customer data to create targeted marketing campaigns
Improve customer retention rates with personalized communication

Learning Outcomes

Create targeted marketing campaigns using customer data
Improve customer retention rates with personalized communication
Learn how to use IBM's customer engagement tools

Prerequisites or good to have knowledge before taking this course

Basic understanding of marketing concepts
Familiarity with customer data analysis

Course Difficulty Level

Intermediate

Course Format

Online
Self-paced

Similar Courses

Digital Marketing
Marketing Analytics
Customer Analytics

Related Education Paths

IBM Customer Engagement Specialist Certification

Notable People in This Field

Neil Patel
Seth Godin

Related Books

Description

There are a growing number of exciting, well-paying jobs in today’s tech industry that do not require a traditional college degree. And one of the hottest areas with high demand is in IT customer service and support. It's a perfect entry point to start your career in IT with a multitude of job openings ranging from onsite or remote help desk work to customer care or client support. We can help you get there with the IBM Customer Engagement Specialist Certificate Program.

We will help you to build the knowledge and develop the skills needed to be a successful Customer engagement specialist: • Communication Skills which focus on clear concise communication and listening. • Appropriate empathetic behavior such as such as patience, curiosity and willingness to help. • Problem solving to research an issue and help determine an appropriate resolution. • Process adherence to ensure the proper flow and Service Level Agreements are met. The course is divided into 4 modules and you will be assessed and awarded badges along the way! Earn the IBM Soft Skills badge 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 including labs to reinforce all of the components above. At the conclusion of the course, you will receive an email notification from Acclaim with instructions for claiming the badge. Upon accepting your badge, it will be necessary to create a user account on Acclaim, where you will have the ability to manage your badge(s), opt-in to other communications and features, as well as take advantage of features allowing you to share your badge to social media and other destinations. Want to see if this is a good career fit for you? IBM is collaborating with MyInnerGenius, one of the world's leading assessment companies, to help you find out which careers in IT you will love -- careers that are a great match for you -- regardless of your education or experience -- even if you’ve never considered a role in IT. In less than an hour, you will receive targeted recommendations for hot roles where you will excel and everything you need to get started. You can even earn IBM Digital Badges to show the world your skills! Find out more http://ibm.myinnergenius.com/

Outline

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?
Introductory Material
Further Reading
Further Reading
Further Reading
Further Reading
Describe the Differences You Hear Between Each Call.
Identify Questioning Strategies
Lessons 1 and 2 Review
Identify the Art of Saying No
Identify Ownership
Module 1 Review

Personality
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
Is this Customer Support Agent Patient?
Identify the Display of Empathy
Do You Hear a Positive Attitude?
Think about Focus
Lesson 1 and 2 Quiz
Identify High CQ
Identify the Natural Helper
Module 2 Review

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?
Further Reading
Further Reading
Further Reading
Further Reading
Which Information Seeking Model is being Used?
Identify the Use of Background Knowledge
Lessons 1 and 2 Review
The Scientific Method
Reflect On Problem Impact
Module 3 Review

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?
Further Reading
Further Reading
Further Reading
Technical Terminology Glossary
Further Reading
Lessons 1 and 2 Review
How many words do you type per minute?
Test Your Knowledge
Module 4 Review

Summary of User Reviews

The IBM Customer Engagement Specialist course has received positive reviews for its comprehensive curriculum and practical approach. Users have praised the course for its hands-on approach to learning, which allows them to immediately apply new skills to their work.

Key Aspect Users Liked About This Course

Hands-on approach to learning

Pros from User Reviews

Comprehensive curriculum
Practical approach
Helpful instructors
Great community of learners
Useful assignments

Cons from User Reviews

Course can be challenging for beginners
Some users found the pace of the course to be too fast
Course materials could be more organized
Pricing may be a bit high for some users
Course may not be suitable for those looking for a basic overview of customer engagement

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