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Mastering Customer Service; The Ultimate Zendesk Handbook

Mastering Customer Service; The Ultimate Zendesk Handbook

$199.00
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Course access is prepared after purchase and delivered via email
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Self-paced • Lifetime updates
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Includes a practical, ready-to-use toolkit with implementation templates, worksheets, checklists, and decision-support materials so you can apply what you learn immediately - no additional setup required.
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Mastering Customer Service: The Ultimate Zendesk Handbook



Course Overview

Welcome to Mastering Customer Service: The Ultimate Zendesk Handbook, an extensive and detailed course designed to equip you with the skills and knowledge needed to deliver exceptional customer service using the Zendesk platform. This interactive and engaging course is comprehensive, personalized, up-to-date, and practical, with real-world applications and high-quality content delivered by expert instructors.



Course Features

  • Interactive and Engaging: Learn through hands-on projects, bite-sized lessons, and gamification.
  • Comprehensive and Personalized: Covering all aspects of customer service and tailored to your needs.
  • Up-to-date and Practical: Stay current with the latest trends and best practices in customer service.
  • Real-world Applications: Apply your knowledge to real-world scenarios and case studies.
  • High-quality Content: Delivered by expert instructors with extensive experience in customer service.
  • Certification: Receive a certificate upon completion, issued by The Art of Service.
  • Flexible Learning: Access the course at any time, from any device, with lifetime access.
  • User-friendly and Mobile-accessible: Learn on-the-go, with a user-friendly interface and mobile accessibility.
  • Community-driven: Connect with peers and instructors through our community forum.
  • Actionable Insights: Take away actionable insights and strategies to improve your customer service skills.
  • Progress Tracking: Track your progress and stay motivated with our progress tracking feature.


Course Outline

Module 1: Introduction to Customer Service

  • Defining Customer Service
  • The Importance of Customer Service
  • Customer Service Skills and Qualities
  • Understanding Customer Expectations
  • Setting Customer Service Goals and Objectives

Module 2: Zendesk Fundamentals

  • Introduction to Zendesk
  • Zendesk Features and Functionality
  • Setting up Your Zendesk Account
  • Configuring Your Zendesk Profile
  • Understanding Zendesk Terminology

Module 3: Ticketing and Issue Resolution

  • Creating and Managing Tickets
  • Understanding Ticket Status and Priority
  • Assigning and Escalating Tickets
  • Resolving Tickets and Issues
  • Using Macros and Triggers

Module 4: Communication and Collaboration

  • Effective Communication in Customer Service
  • Using Zendesk's Communication Tools
  • Collaborating with Team Members
  • Using @mentions and CCs
  • Creating and Managing Groups

Module 5: Customer Relationship Management

  • Understanding Customer Relationship Management
  • Using Zendesk's CRM Features
  • Creating and Managing Customer Profiles
  • Tracking Customer Interactions
  • Analyzing Customer Data

Module 6: Reporting and Analytics

  • Understanding Zendesk's Reporting and Analytics
  • Creating and Customizing Reports
  • Using Dashboards and Metrics
  • Analyzing Customer Service Data
  • Identifying Trends and Insights

Module 7: Advanced Zendesk Features

  • Using Zendesk's Advanced Features
  • Creating and Managing Custom Fields
  • Using Conditional Fields and Logic
  • Creating and Managing Integrations
  • Using Zendesk's API

Module 8: Best Practices and Optimization

  • Best Practices for Customer Service
  • Optimizing Your Zendesk Workflow
  • Streamlining Your Customer Service Process
  • Improving Customer Satisfaction
  • Reducing Resolution Time

Module 9: Certification and Final Project

  • Preparing for the Certification Exam
  • Completing the Final Project
  • Receiving Your Certificate


Certification

Upon completion of the course, participants will receive a certificate issued by The Art of Service, demonstrating their expertise in mastering customer service using the Zendesk platform.

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