Dell Technologies Customer Service for Technical Support from Coursera

This course is designed for aspiring IT professionals who are eager to excel in the dynamic field of technical support. No previous experience is necessary. This course is aimed at equipping participants with the essential skills and knowledge to navigate the complexities of customer service, operational procedures, and performance enhancement in the IT sector.

Throughout the course, learners will be introduced to a variety of techniques for identifying and addressing customer expectations, ensuring that they can deliver service that not only meets but exceeds customer needs. In addition, participants will delve into the best practices that govern operational procedures in IT settings, gaining insights into how to maintain high standards of service delivery. Finally, the course will explore strategies for continuous improvement, empowering learners to leverage common performance metrics to drive personal and organizational growth.

This course is a part of the Dell Technologies Technical Customer Support Specialist professional certificate curriculum.

What's inside

Syllabus

Principles of Customer Service

In this module, you’ll learn essential customer service skills. Discover how to create a positive customer experience during phone calls. Explore techniques for identifying and addressing customer expectations through effective questioning and communication. Additionally, gain the ability to handle disagreements with customers and escalate when needed.

Operational Procedures

This module provides participants with essential knowledge and skills for effectively managing customer complaints. The module focuses on assessing various strategies to address customer concerns, resolve issues, and maintain positive customer relationships. Participants will learn practical techniques to handle complaints efficiently and enhance overall operational effectiveness.

Building Customer Relationships

This week focuses on the methods, strategies, and processes companies use to create and maintain strong connections with their customers. Participants will explore the critical importance of fostering loyalty and trust.

Metrics and Continuous Improvement

This module focuses on understanding key performance metrics in customer service. You will learn about various metrics used to evaluate customer service performance and how to interpret them. Additionally, we will explore strategies for identifying areas of improvement, implementing changes, and measuring the impact of those changes.

Good to know

Know what's good

, what to watch for

, and possible dealbreakers

Provides essential customer service skills, which are crucial for building a strong foundation in technical support and fostering positive customer interactions

Explores strategies for continuous improvement, empowering learners to leverage common performance metrics to drive personal and organizational growth in the IT sector

Focuses on understanding key performance metrics in customer service, which is essential for evaluating performance and identifying areas for improvement

Presented by Dell Technologies, a well-known technology company, which lends credibility and industry relevance to the course content

Requires no previous experience, making it accessible to individuals who are new to the field of IT and customer service

Belongs to the Dell Technologies Technical Customer Support Specialist professional certificate curriculum, suggesting a comprehensive and structured learning path

Activities

Be better prepared before your course. Deepen your understanding during and after it. Supplement your coursework and achieve mastery of the topics covered in Dell Technologies Customer Service for Technical Support with these activities:

Practice Active Listening

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Sharpen active listening skills to better understand customer needs and expectations, a core skill emphasized in the course.

Browse courses on Active Listening

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Find online resources on active listening techniques.
Practice summarizing conversations with friends or family.
Reflect on your listening habits and identify areas for improvement.

Review 'Customer Service: Skills for Success'

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Gain a deeper understanding of customer service principles and techniques by reviewing a comprehensive guide.

View Customer Service: Skills for Success on Amazon

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Read the chapters related to communication and conflict resolution.
Take notes on key concepts and examples.
Reflect on how these concepts apply to technical support scenarios.

Role-Play Customer Interactions

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Practice handling various customer service scenarios through role-playing with peers to improve communication and problem-solving skills.

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Partner with a classmate or colleague.
Create realistic customer service scenarios.
Take turns playing the roles of customer and support agent.
Provide constructive feedback to each other.

Four other activities

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Create a Customer Service Script

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Develop a customer service script for a common technical support issue to reinforce understanding of effective communication and problem-solving strategies.

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Identify a common technical support issue.
Research effective solutions and communication techniques.
Write a script that addresses the issue and provides a solution.
Practice delivering the script and refine it based on feedback.

Analyze Customer Service Metrics

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Analyze customer service metrics from a real or simulated dataset to identify areas for improvement and develop strategies for continuous improvement.

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Obtain a customer service dataset (real or simulated).
Identify key performance metrics (e.g., resolution time, customer satisfaction).
Analyze the data to identify trends and areas for improvement.
Develop strategies for improving performance based on the analysis.

Review 'The Effortless Experience'

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Explore strategies for minimizing customer effort and improving customer loyalty by reviewing a book that challenges conventional wisdom.

View The Effortless Experience on Amazon

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Read the key chapters on reducing customer effort.
Identify areas in your own customer service interactions where you can reduce effort.
Brainstorm ways to streamline processes and make it easier for customers to get help.

Mentor New Technical Support Staff

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Share your knowledge and experience by mentoring new technical support staff, reinforcing your understanding of customer service principles and operational procedures.

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Volunteer to mentor new technical support staff.
Share your knowledge and experience with them.
Provide guidance and support as they learn the ropes.
Answer their questions and help them troubleshoot problems.

Career center

Learners who complete Dell Technologies Customer Service for Technical Support will develop knowledge and skills that may be useful to these careers:

Technical Support Specialist

A Technical Support Specialist assists customers with technical issues, diagnosing problems and providing solutions. This course specifically helps build a foundation in customer service, operational procedures, and continuous improvement, which are essential for a technical support specialist. This role requires an understanding of customer expectations, problem resolution, and the ability to maintain effective communication, all of which are covered in this course. Those in this role should take this course because it will help prepare you to navigate the complexities of customer service, which is a core function of the work.

See salaries and explore the career path for Technical Support Specialist

Customer Service Representative

A Customer Service Representative directly interacts with customers, addressing their queries, resolving issues, and ensuring satisfaction. This course helps build a foundation in customer service principles, operational procedures, and customer relationship strategies, all of which are vital to a Customer Service Representative. The course includes specific training on handling disagreements, assessing strategies to address concerns, and fostering customer loyalty. Those in this role should take this course because it introduces the methods, strategies, and processes companies use to create and maintain strong connections with their customers.

See salaries and explore the career path for Customer Service Representative

IT Support Analyst

An IT Support Analyst provides technical assistance to end-users, troubleshooting software and hardware issues. This course helps build skills in customer service, operational procedures, and performance metrics, which are directly applicable to the work of an IT Support Analyst. Specifically, the course emphasizes techniques for identifying and addressing customer expectations, as well as implementing strategies for continuous service improvement. Those in this role should take this course because it will help them learn best practices in IT settings, and it will also help them to understand how to maintain high standards of service delivery.

See salaries and explore the career path for IT Support Analyst

Help Desk Technician

A Help Desk Technician provides first-line technical support to users, answering queries and resolving basic technical issues. This course helps build a foundation in essential customer service skills, along with techniques for addressing customer expectations and operational procedures, all of which are critical for a Help Desk Technician. Furthermore, the course covers handling disagreements and escalating issues appropriately. Those in this role should take this course because it will help them gain insights into how to maintain high standards of service delivery, and it will enable them to better assess strategies to address customer concerns.

See salaries and explore the career path for Help Desk Technician

Service Desk Analyst

A Service Desk Analyst manages and resolves incidents and requests from users, often utilizing a ticketing system. This course helps develop practical techniques for handling complaints, maintaining positive customer relationships, and understanding key performance metrics, all of which are important for a Service Desk Analyst. The course also aids in establishing a clear understanding of how to assess strategies for addressing customer concerns. Those in this role should take this course because it specifically introduces techniques for handling disagreements and escalating issues, as well as teaching how to interpret performance metrics.

See salaries and explore the career path for Service Desk Analyst

Customer Support Specialist

A Customer Support Specialist provides direct support to customers, addressing problems, and ensuring customer satisfaction. This course helps develop a grounding in customer service principles, specifically how to create a positive customer experience, and techniques for handling disagreements and escalating issues. The course also includes training on how to maintain strong customer relationships. Those in this role should take this course because it includes insights into how to create and maintain strong connections with customers, and it also teaches how to identify and address customer expectations.

See salaries and explore the career path for Customer Support Specialist

Technical Account Manager

A Technical Account Manager serves as a key point of contact for clients, managing their technical needs and ensuring satisfaction. This course may be useful to a technical account manager because it emphasizes customer service, operational procedures, and performance metrics, all of which are critical to success in this role. The course includes training on identifying and addressing customer expectations and handling disagreements. Those in this role may find this course useful to help improve their understanding of how to create and maintain strong connections with customers.

See salaries and explore the career path for Technical Account Manager

Client Success Manager

A Client Success Manager works to ensure customers achieve their desired outcomes with a product or service, building strong, lasting relationships. This course may be helpful for a Client Success Manager as it includes techniques for addressing customer expectations and building relationships. The course emphasizes the importance of fostering loyalty and trust, directly aligning with the goals of a Client Success Manager. Those in this role should take this course because it helps to understand the importance of strong connections with their customers, and it teaches how to maintain high standards of service delivery.

See salaries and explore the career path for Client Success Manager

IT Trainer

An IT Trainer educates users on how to effectively use technology and software systems. This course may be helpful to an IT Trainer because it highlights best practices for maintaining high standards of service delivery. The course will also help them develop an understanding of how to create a positive customer service experience through effective questioning and communication. Those in this role may find this course useful to understand how to handle disagreements and escalate issues appropriately.

See salaries and explore the career path for IT Trainer

Quality Assurance Analyst

A Quality Assurance Analyst evaluates products and services to ensure they meet customer expectations and standards. This course may be useful to a Quality Assurance Analyst by providing insight into customer service strategies. The course includes techniques to help identify and address customer expectations. Those in this role may benefit from this course through a better understanding of how to maintain high standards of service delivery.

See salaries and explore the career path for Quality Assurance Analyst

Business Analyst

A Business Analyst identifies business needs and recommends solutions to improve processes and outcomes. This course may be useful for a Business Analyst by providing insights into customer service and operational procedures. The course focuses on understanding key performance metrics, which can be valuable for identifying areas of improvement. Those in this role may find this course helpful because it teaches how to interpret metrics and implement changes.

See salaries and explore the career path for Business Analyst

Technical Writer

A Technical Writer creates user manuals, guides, and other technical documentation. This course may help a Technical Writer because it develops an understanding of best practices in IT settings, which can inform the content creation process. The course will also help them develop an understanding of how to maintain high standards of service delivery. Those in this role may find this course helpful because it covers techniques for addressing customer concerns and issues.

See salaries and explore the career path for Technical Writer

Project Coordinator

A Project Coordinator assists project managers in planning, executing, and monitoring projects. This course may be useful to a Project Coordinator because it includes an exploration of strategies for improving performance metrics and maintaining quality of service. The course teaches how to assess strategies for addressing customer concerns. Those in this role may find this course helpful because it can provide a basis for improving communication and resolving issues.

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Sales Representative

A Sales Representative is responsible for selling products or services, developing new business opportunities, and maintaining relationships with clients. This course may be useful to a Sales Representative by introducing them to the methods, strategies, and processes that companies use to create and maintain strong connections with their customers. The course also helps to understand the importance of building loyalty and trust. Those in this role may find this course helpful because it includes training to help improve customer service and communication.

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Marketing Associate

A Marketing Associate assists in the execution of marketing campaigns and strategies, often focusing on branding and customer acquisition. This course may be helpful to a Marketing Associate by providing insight into customer service and how to address their expectations, and how to measure customer satisfaction. This course introduces the significance of fostering customer loyalty. Those in this role may find this course helpful to better understand how to build strong relationships between a company and its customers.

See salaries and explore the career path for Marketing Associate

Reading list

We've selected two books that we think will supplement your learning. Use these to develop background knowledge, enrich your coursework, and gain a deeper understanding of the topics covered in Dell Technologies Customer Service for Technical Support.

Customer Service

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Provides a comprehensive overview of customer service principles and techniques. It useful reference tool for understanding customer expectations, handling complaints, and building strong customer relationships. The book offers practical advice and real-world examples that align with the course's learning objectives. It can be used as a reference text throughout the course.

Customer Service: Skills for Success

Kindle Edition

$$$

The Effortless Experience

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Challenges conventional wisdom about exceeding customer expectations and argues for minimizing customer effort. It provides insights into how to streamline customer service processes and reduce friction. This book is more valuable as additional reading than it is as a current reference. It offers a different perspective on customer loyalty that complements the course's focus on building strong customer relationships.

The Effortless Experience

Paperback

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The Effortless Experience

Kindle Edition

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Dell Technologies Customer Service for Technical Support

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What's inside

Syllabus

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Activities

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Reading list

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