4.55 (1736 reviews)
☑ 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
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.
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
The attention to detail in ensuring that the information is shared in a way that makes the most sense is just amazing
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.
The videos were fun and informative, while the questions were hard enough to really get you to think!
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!!
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!
Course reinforced most of the customer service concepts already gleamed from previous experience, but was a decent refresher.
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.
Different approach to learning, it's really fun. I enjoyed the course and I will be rewatching from time to time.
Very informative, A must have course for people who genuinely want's to help others while increasing customer satisfaction.
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.
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!
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!
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
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!
Giving me great insights. I learned very useful concepts, and I'm sure I'd always refer to this material.