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access
Lifetime
content
1.0 Hours
Description
If you want to learn how to serve the population of more than 2.5 billion smartphone users worldwide, then this course is for you. Eazl’s Digital Customer Service Certificate Course introduces you to customer service in the smartphone era. In this course, you’ll authentically engage with your customers, diagnose and solve customer issues, and foster loyalty that results in increased revenue for your organization. You’ll learn how to do all of this in a way that’s both informative and engaging.
Learning digital customer service can be challenging and complex. To navigate this maze, you need a learning experience that’s engaging (that’s why we animate our lectures!), based on real-world examples (that’s why we have fun case studies!), and includes great supplementary materials. That’s what you’ll find inside.
4.6/5 average rating:
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- Access 27 lectures & 1 hour of content 24/7
- Use the IPX system to diagnose & solve customer issues in a community-first context that’s appropriate for the social media era
- Mirror tone & provide social customer care for a global base of digitally-connected users
- Monitor your brand on social media, blogs, & other digital channels
- Generate revenue through compassionate customer service
"I just loved the format of this presentation. the short segments made it easy for me to complete this course quickly with all the interruptions I usually get during the day. Thank you!" - Genevieve Clement
Eazl | The Online School that Fits Your Life
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Eazl is the online school that fits your life. Since launching in 2013, Eazl courseware has received 10,000+ 5-star reviews and is trusted by teams at Tesla, Harvard, the World Bank, and many other leading organizations. Today, 150,000+ students use Eazl to build and prove their skills from anywhere, on any device, on their own schedule.
Important Details
- Length of time users can access this course: lifetime
- Access options: desktop & mobile
- Redemption deadline: redeem your code within 30 days of purchase
- Experience level required: all levels
- Have questions on how digital purchases work? Learn more here
Requirements
- Any device with basic specifications
Terms
- Unredeemed licenses can be returned for store credit within 30 days of purchase. Once your license is redeemed, all sales are final.
Course Outline
Your First Program
Digital Customer Service for the Social Media Era
- Hi I’m Davis! Welcome to the Customer Service 2.0 Course - 2:42
- The Five Principles of Customer Service 2.0 - 2:57
- Download All of Eazl’s Customer Service 2.0 Resources
- Voices from the Field: Dealing with the Stress Involved in Customer Service - 3:33
How to Solve Customer Issues in a Community-First Context
- How Increased Connectivity is Changing Customer Service - 4:42
- The IPX System: How to Diagnose a Problem - 2:49
- Voices from the Field: Dealing with the Stress Involved in Customer Service - 1:49
- Learn to Think in Terms of Jobs To Be Done - 3:56
- Three Resources to Help Customer Service Teams Handle Coronavirus (COVID-19)
- What a Community Focus Means for Solving Individual Problems - 4:33
- Case Study: The 5 Principles in Problem Solving Action - 4:48
- [Assignment] Which Questions Would Help Diagnose the Problem? - 1:40
What Social Media and Smartphones Mean for Customer Service
- What’s Different about Customer Care on the Social Web? - 3:10
- The 5 Most Common Social Care Interactions - 1:57
- Voices from the Field: What Can I do to Help Customers via Social Media? - 2:33
- SideBYSide: Tone Mirroring for the Global Digital Community - 4:05
- Learn a Framework for Prioritizing Social Care Requests - 2:32
- SideBYSide: a Quick Tour of Four Social Monitoring Tools - 3:43
- Three Case Studies in Social Care Excellence - 3:42
- [Assignment] How Will You Handle this Support Request Received on Social Media? - 0:38
How to Generate Revenue through Compassionate Service
- The Cost of Attracting Customers is Rising - 4:01
- 3 Ways to Create a Culture of Compassion around Customer Service - 4:18
- The Four Opportunities to Convert Customer Service into Revenue - 2:23
- The Apple Case Study: Increasing the LTV through Customer Service - 3:42
- Your Professional Growth: Becoming a Customer Experience Leader
- [Assignment] Customer Experience Improvements for Amazon.com
- Let's Wrap and Get You Your Certificate - 4:28
access
Lifetime
content
1.0 Hours