IBM Customer Engagement Specialist Professional Certificate

( 74 Reviews )

Created by: IBM Training and Skills

Quality Score

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Course Depth & Coverage

Overall Score : 96 / 100

Course 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.

Time: 21h

Instructor Details

IBM Training and Skills

4.8 Rating
74 Reviews

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Reviews

4.8

74 total reviews

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Write a Review

By LAMINE M on 24-Aug-19

GOOD

By Nancy B on 31-Oct-19

Overall, it had a low quality to it for what is supposed to be a professional course. There were many typographical errors, words missing, and poorly formed sentences. Some of the content appeared dated as well.

By Syed M A Z on 26-Sep-19

it was a good learning experience , i wish it was a bit more detailed and not limited to call centers , still it has taught me a great deal

By Denzil S on 6-Nov-19

A nice build up to the advanced material, maybe the build up is too long?

By Rajiv N on 13-Aug-19

Nice and Comprehensive course. Much detailed than most of the online courses. Evaluation process is also intuitive wherein peers review your assignment submission. Recommended for new and experienced CSMs

By Ahmed A on 2-Aug-19

I think that it's a very good course, which is really suitable for beginners, and also for those who are at their first year of working at the customer service field. You will learn very important tips and information, beside soft skills, which will help you enhance your tasks accomplishment ability.If I was about mentioning a negative, it will be regarding the assignments, I think they were too many, and they weren't interacting and motivational enough, however, it is still acceptable.

By Roland S on 28-May-19

In einigen Bereichen zu Call Center orientiert.

By Siddharth G on 17-Apr-19

it is really good course

By Ijeoma B on 24-Mar-19

This course is exceptionally detailed. I have gained insights into aspects of Customer Engagement that I never imagined existed. Fantastic!

By Nuno M C A on 31-Oct-19

Great course! extremely well organised, with a good variety of quizzes and practice exercises. The information provided is based on scientific knowledge, but easy to understand and apply. I truly recommend this course to all who want to improve soft skills and communication skills!

By Francisco M on 12-Nov-19

This professional certificate taught me not only the communication skills of a good call center agent, but also process managing and problem resolution skills, that are essential in many areas, like in decision making and leading people. I recomend this certificate to everyone who want to develop important communication skills allied with a strong analytical formation!

By ARMAN D on 20-Oct-19