What does the Customer Service course cover?
Customer Service is covered here in 9 modules: Introduction to Customer Service: Defining Customer Service, Importance of Customer Service, Zendesk Fundamentals: Setting up Your Zendesk Account, Configuring Your Zendesk Profile, Ticketing and Issue Resolution: Using Macros and Triggers, Resolving Tickets and Issues and 6 more. The outline lists 43 specific topics, opening with Defining Customer Service and closing with Receiving Your Certificate.
How do you approach Customer Service step by step?
The work is sequenced in 9 stages. It starts with Introduction to Customer Service: Defining Customer Service, Importance of Customer Service, moves through Zendesk Fundamentals: Setting up Your Zendesk Account, Configuring Your Zendesk Profile and Ticketing and Issue Resolution: Using Macros and Triggers, Resolving Tickets and Issues, and ends at Certification and Final Project: Receiving Your Certificate, Completing the Final Project.
What is in Module 1 of the Customer Service course?
Module 1 is Introduction to Customer Service: Defining Customer Service, Importance of Customer Service. It works through Defining Customer Service, The Importance of Customer Service, Customer Service Skills and Qualities and 2 more. It sets the vocabulary the remaining 8 modules build on.
How is the Customer Service course delivered?
The Customer Service course is fully self-paced with immediate online access after enrolment. Access does not expire and future updates are included at no cost. It can be taken on any device, and a certificate of completion is issued by The Art of Service when you finish.
How much does the Customer Service course cost?
The Customer Service course is $199 as a one time payment. There is no subscription, no per seat licence and no hidden fee. Enrolment carries a 30 day satisfied or refunded guarantee, so it can be assessed in full before you commit.
Closely related courses: The Ultimate Data Governance Handbook, Compliance, Zendesk, Data-Driven Zendesk Optimization.
More answers: what you get with every course, refund policy, all help answers.
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, Importance of 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: Setting up Your Zendesk Account, Configuring Your Zendesk Profile
- 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: Using Macros and Triggers, Resolving Tickets and Issues
- 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: Using @mentions and CCs, Creating and Managing Groups
- 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: Analyzing Customer Data, Using Zendesk's CRM Features
- 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: Using Dashboards and Metrics, Analyzing Customer Service Data
- 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 API, Using Conditional Fields and Logic
- 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: Reducing Resolution Time, Improving Customer Satisfaction
- 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: Receiving Your Certificate, Completing the Final Project
- Preparing for the Certification Exam
- Completing the Final Project
- Receiving Your Certificate