Title of the resource : Customer Service: Problem Solving and Troubleshooting
Type of resource : Training program, Course material
Innovation-Key points : MOOC format, practical contents and activites oriented towards end user, including p2p collaboration and real situations in ICT support and customer attention.
Format : MOOC
Tools and methods : Practical methodology with knowledge tests, videos, reading contents, forums discussion.
Targeted audiences/ Targets : Anyone interested on make a career on ICT technical and customer support
Prerequisite/ Material needed : nothing
Language(s) available : English
General Description :
Customer service care costs organizations billions of dollars each year. As a result, it's critical that employees are equipped with the skills needed to handle a variety of different customer service problems. In this course, learn critical problem-solving and troubleshooting processes for common sense customer service in a wide variety of applications. Discover how to effectively deal with issues, while maintaining a positive relationship with your customers (and your own sanity). Plus, learn how to identify and resolve larger systemic issues within your company.
Links with IO4 recommendations :
This e-learning training course is based on real practice in the sector, it includes technical and transversal skills, troubleshooting contents, common problem-solving methodologies and customer service.