Published 6/2022
MP4 | Video: h264, 1280×720 | Audio: AAC, 44.1 KHz
Language: English | Size: 1.32 GB | Duration: 1h 0m
All you need to know to improve your communication skills & security awareness for great customer support.
What you’ll learn
Social Skills
Quicker bonding with people
Proper understanding of the customer
Security awareness
Requirements
No previous experience in the field is required, we will focus on gaining and mastering the fundamental skills.
Description
Customer Support in the Modern World – Crash Course helps its students quickly gain the required knowledge to truly excel within the field, focusing on the demands of today’s world. Not only that its contents increase the quality of Support Representatives or freelancers (who in most cases provide some support, too), but the course will help nearly anyone to improve their communication skills. B2B Support Representatives will find this course especially interesting because they mostly work on building and maintaining good relationships with customers. At the same time, we realize that many lurking threats are linked with using modern technologies and that Support Representatives are often targets of malicious Social Engineers. You will learn how to stay secure and help with protecting the company you work for against hacking attempts. The course itself is divided into three sections – first the general knowledge about communication which is essential for customer support, then we move to some more support-oriented knowledge (which in many cases is still applicable outside of the job), and we end it with a section about security awareness and social engineering. Each section has subcategories and is divided into short videos where at the end of each section we provide you with a summary for your reference of what you learned in that section.
Overview
Section 1: Introduction
Lecture 1 Introduction
Section 2: Human Interaction
Lecture 2 Human Interaction
Lecture 3 Emotions and the importance of active listening
Lecture 4 Building a connection with people
Lecture 5 How to deliver and overcome bad news
Lecture 6 The importance of using correct grammar and standard language
Lecture 7 Summary, and one last tip
Section 3: Support Related Tips for Human Interaction
Lecture 8 Support Related Tips for Human Interaction
Lecture 9 Understanding the customer
Lecture 10 Keeping the customer happy
Lecture 11 Providing great service
Lecture 12 Keeping track of the activity and informing the customer
Lecture 13 Treating the customers right and seeing things through to the end
Lecture 14 Summary, and a tip for improving the team morale
Section 4: Social Engineering Awareness
Lecture 15 Social Engineering Awareness
Lecture 16 Security basics for working with computers
Lecture 17 Restricting access to company’s resources and internal information
Lecture 18 Handling unusual requests
Lecture 19 Social Engineering attempts
Lecture 20 Warning signs and summary
This course is not only for those who are in Customer Care for quite some time and want to improve and move forward, but also for those who plan to go on this career path and want to get a massive head start! Freelancers will also find an immense value in the knowledge shared within this course.
Homepage
https://www.udemy.com/course/customer-support-in-the-modern-world-crash-course/
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