Udemy

Platform

English

Language

Communications

Category

[2021] Customer Service 2.0: Learn Digital Customer Service

Used by Chase®, Intel®, & more! Learn soft skills, social media customer service, diagnosing user problems, & more.

4.55 (1736 reviews)

Students

1 hour

Content

Oct 2020

Last Update
Regular Price


What you will learn

Use the IPX system to diagnose and solve customer issues in a community-first context that’s appropriate for the social media era

Mirror tone and provide social customer care for a global base of digitally-connected users

Monitor your brand on social media, blogs, and other digital channels

Generate revenue through compassionate customer service


Description

Version 3, fresh for 2021!

5/5 Stars: "This course has been an amazing experience for me because it helps me to learn new ways to provide better support. Thanks for all the lessons, you are a great teacher!"  - Mazharul Islam

5/5 Stars: "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


Customer Service 2.0: Upgraded for the Social Media Era

  • Customer service leadership and communication skills

  • Authentic customer support for the social media / smartphone world

  • Diagnosing, prioritizing, and solving customer issues

  • Leverage customer support for product management

  • Loyalty and customer relationship management

  • Earn your Digital Customer Service Certificate fast!

Perfect for Early-career Professionals, Product Teams, and Entrepreneurs

While professionals in many functions and across many geographies will benefit from this course, some audiences that will likely find immediate applications for these skills are:

  • Early-career professionals looking to join customer service teams (a great place to start at many companies)

  • Product Teams that recognize the value of constructive customer engagement for rapid product iteration

  • Entrepreneurs who use social media and other digital tools to communicate with customers

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 for 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.

In this course, you will:

  • Use the IPX system to diagnose and solve customer issues in a community-first context that’s appropriate for the social media era

  • Mirror tone and provide social customer care for a global base of digitally-connected users

  • Monitor your brand on social media, blogs, and other digital channels

  • Generate revenue through compassionate customer service

This course is also chock full of activities that allow you to practice what you’re learning. You’ll work with your instructor over 4 exercises to diagnose a customer’s problem, solve a customer service issue, provide social customer care, and prioritize customer service inquiries.

Why Learn Customer Service for the Social Media Era?

Learning digital customer service can benefit you professionally as you gain the ability to solve customer issues in a community-first context. This is an excellent skill for a world where more than 100 million new people get access to smartphones annually and more than 7.2 billion people in the world are connected to the Internet by a mobile device of some kind.

Why Learn with Eazl?

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.

Your instructor for this course will be Davis Jones who has taught more than 100,000 students in more than 180 countries. You’ll also have access to Eazl’s private student groups and customer support team.

By the end of the course, you will be able to confidently, compassionately serve people in the social media era. Join us on this adventure today! We’ll see you inside the course.

--------------------------------------------

Content Upgrade Journal

• Version 2 (November 2019): Your course now has interactive assignments that enable you to watch real footage of scenarios that require the kind of customer care you're studying in the course, then take actions based on what you've learned (thanks Udemy for building the cool new Assignments feature!). Mariana from the Eazl team has also done full captions for this course for the version 2 update to make your learning experience even better!

• Version 3 (November 2020): Your course has been upgraded to version 3! Now, all of the lectures that include introductions to new concepts (e.g. "Social Care") are complimented with animations and / or footage that reinforces that concept. This will enable you to learn more quickly, and increase the amount of knowledge you retain. Your course now also includes resources related to Coronavirus (COVID-19), which is forcing many customer service teams to adapt to new environments, and to solve new kinds of problems.


Screenshots

[2021] Customer Service 2.0: Learn Digital Customer Service
[2021] Customer Service 2.0: Learn Digital Customer Service
[2021] Customer Service 2.0: Learn Digital Customer Service
[2021] Customer Service 2.0: Learn Digital Customer Service

Content

Customer Service 2.0: Serving Customers in the Social Media Era

Hi I’m Davis! Welcome to the Customer Service 2.0 Course

The Five Principles of Customer Service 2.0

Download All of Eazl’s Customer Service 2.0 Resources

How to Solve Customer Issues in a Community-first Context

How Increased Connectivity is Changing Customer Service

The IPX System: How to Diagnose a Problem

Learn to Think in Terms of Jobs To Be Done

What a Community Focus Means for Solving Individual Problems

Case Study: The 5 Principles in Problem Solving Action

What Social Media and Smartphones Mean for Customer Service

What’s Different about Customer Care on the Social Web?

The 5 Most Common Social Care Interactions

SideBYSide: Tone Mirroring for the Global Digital Community

Learn a Framework for Prioritizing Social Care Requests

SideBYSide: a Quick Tour of Four Social Monitoring Tools

Three Case Studies in Social Care Excellence

How to Generate Revenue through Compassionate Service

The Cost of Attracting Customers is Rising

3 Ways to Create a Culture of Compassion around Customer Service

The Four Opportunities to Convert Customer Service into Revenue

The Apple Case Study: Increasing the LTV through Customer Service

Let's Wrap and Get You Your Certificate


Reviews

C
Collen8 October 2020

The attention to detail in ensuring that the information is shared in a way that makes the most sense is just amazing

A
Alexandru3 October 2020

Good, what I expected from an 1 hour course. Not very much meat on the bone if you are not an absolute entry level guy, but did manage to get a couple of usefull ideas. Didn't like that the guys was looking down from time to time on his paper notes. To look professional, get a prompter or learn the bullet points. All in all, an enjoyable experience.

W
Wiatt28 August 2020

The videos were fun and informative, while the questions were hard enough to really get you to think!

P
Philip13 August 2020

I stay away from social media as they have been hacked so many times and the current concern is that the hackers have figured how without alerting the object company. BEWARE!!

D
Deepanshu2 August 2020

Acceptance and making the customers heard are important to enhance brand image and preference among the customers. Tell me about a better and least costly marketing effort than giving customers, great customer service and making them our brand advocates. Worthy of investing an hour!

A
Andrew13 February 2020

Course reinforced most of the customer service concepts already gleamed from previous experience, but was a decent refresher.

A
Alessio9 January 2020

Good knowledge learned with this course. I was expecting a more complete course with other full examples as Apple one. It was useful to learn more about how to manage the relationship with the customer.

P
Promise20 November 2019

Different approach to learning, it's really fun. I enjoyed the course and I will be rewatching from time to time.

A
Ares18 November 2019

Very informative, A must have course for people who genuinely want's to help others while increasing customer satisfaction.

A
Antigoni11 September 2019

Very basic description of the Principles of Customer Service. Was expecting more on Digital as per the course's title. All principles were superficially explained and, in any case, they are relevant to all means of providing Customer Service, not just Digital.

M
Mazharul27 August 2019

This course has been an amazing experience for me because it helps me to learn new ways to provide better support. Thanks for all the lessons, you are a great teacher!

G
Genevieve26 August 2019

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!

S
Seth9 July 2019

For me, I learned a lot of some basics that I think I have always looks past. The Job To Be Done portion really opened my eyes regarding how to not just talk to customers, but marketing in general. Thank You

K
Katina21 June 2019

Loved the course and I did learn a lot! My only complaint is that there is not a 2.0 in the Title on Udemy to let us know there is a course before this one and I have not been able to find the customer service 1.0 course. I would really like to take that course as well! Great job!

A
Anonymized13 March 2019

Giving me great insights. I learned very useful concepts, and I'm sure I'd always refer to this material.


1434702

Udemy ID

11/15/2017

Course created date

11/21/2019

Course Indexed date
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