Customer Service Fundamentals
Master essential customer service skills including communication, problem-solving, and process management for IT support and help desk roles.
Master essential customer service skills including communication, problem-solving, and process management for IT support and help desk roles.
This comprehensive course prepares learners for careers in IT customer service and support, focusing on both technical and soft skills. Through four detailed modules, students develop crucial abilities in communication, empathy, problem-solving, and process management. The curriculum combines theoretical knowledge with practical applications, including interactive labs and real-world scenarios. Students learn to handle customer interactions professionally, manage service level agreements, use ticketing systems, and apply industry-standard methodologies.
4.8
(1,735 ratings)
37,861 already enrolled
Instructors:
English
پښتو, বাংলা, اردو, 3 more
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What you'll learn
Master clear and effective communication techniques
Develop essential customer service personality traits
Learn systematic problem-solving methodologies
Understand service level agreements and processes
Master ticketing system usage and documentation
Apply KCS methodology in customer support
Skills you'll gain
This course includes:
210 Minutes PreRecorded video
25 assignments
Access on Mobile, Tablet, Desktop
FullTime access
Shareable certificate
Get a Completion Certificate
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Top companies offer this course to their employees
Top companies provide this course to enhance their employees' skills, ensuring they excel in handling complex projects and drive organizational success.
There are 4 modules in this course
The course is divided into four comprehensive modules covering essential aspects of customer service. Starting with communication skills and rapport building, it progresses through personality traits and empathy development, then covers systematic problem-solving approaches, and concludes with process control and service level management. Each module includes practical exercises, peer reviews, and real-world scenarios to ensure skill development.
Communication Skills
Module 1 · 6 Hours to complete
Personality
Module 2 · 5 Hours to complete
Problem Solving
Module 3 · 5 Hours to complete
Process Control
Module 4 · 5 Hours to complete
Fee Structure
Payment options
Financial Aid
Instructor
Distinguished Knowledge Management Executive and Customer Service Expert
Keith Gibson serves as CEO of Knowledge Accelerators since 2002, bringing over four decades of experience in customer service and knowledge management. His career includes significant roles as CEO and Founder of KnowledgeView, Senior Vice President at Sykes Enterprises Incorporated, and Chief Knowledge Officer and Partner at KPMG US. His journey began at IBM as a Marketing Representative and Branch Manager, leading to expertise in both sales and leadership. With a Bachelor of Science in Industrial Engineering from Clemson University, he oversees the design and delivery of training and support content used by thousands of organizations globally. His expertise spans customer service excellence, IT service management, and knowledge optimization across international languages. At Knowledge Accelerators, he focuses on developing comprehensive training solutions, particularly in areas such as customer service fundamentals, data analytics with Power BI, workplace accessibility, and GDPR compliance.
Testimonials
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4.8 course rating
1,735 ratings
Frequently asked questions
Below are some of the most commonly asked questions about this course. We aim to provide clear and concise answers to help you better understand the course content, structure, and any other relevant information. If you have any additional questions or if your question is not listed here, please don't hesitate to reach out to our support team for further assistance.