خدمة العملاء | Customer Service from Coursera

جذب العملاء هو عامل مؤثر وأساسي للبقاء في السوق، لكن في ظل المنافسة الشرسة أصبحت عملية الحفاظ على العملاء هي المهمة الأصعب، لذلك أصبحت عملية تطوير جسر من الثقة وتوفير قناة اتصال فعّالة بين الشركة وعملائها في مقدمة مهام ووظائف الشركة، وبالتالي أصبحت وظيفة خدمة العملاء (Customer Service) وظيفة استراتيجية حساسة تفوق أهميتها العديد من الوظائف الأخرى.

هذه الدورة هي دورة تمهيدية؛ فهي تلقي الضوء على أساسيات الموضوع بشكل عام بهدف التعريف به وبمحاوره الأساسية التي يجب الإلمام بها.

إذا كنت من المهتمين بفهم خدمة العملاء، أو كان مجال عملك يتطلب توظيف ذلك في سياق عملك، فهذه الدورة ستكون مثالية لإغناء خبرتك وتطوير مهاراتك بشكل فعال ومؤثر.

حيث ستزودك هذه الدورة باطلاع واسع ودقيق على مجموعة من المحاور المتعلقة بهذا الموضوع، مثل: فهم كيفية متابعة العملاء وطريقة التعامل مع متطلباتهم وشكواهم، تبيان مسؤوليات قسم خدمة العملاء، التعرف على فوائد إعداد خطة خدمة العملاء، استعراض الأشياء التي يجب تجنبها عند التعامل مع العملاء، إيضاح صفات موظف خدمة العملاء.

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Syllabus

خدمة العملاء

ستزودك هذه الدورة باطلاع واسع ودقيق على مجموعة من المحاور المتعلقة بهذا الموضوع، مثل: فهم كيفية متابعة العملاء وطريقة التعامل مع متطلباتهم وشكواهم، تبيان مسؤوليات قسم خدمة العملاء، التعرف على فوائد إعداد خطة خدمة العملاء، استعراض الأشياء التي يجب تجنبها عند التعامل مع العملاء، إيضاح صفات موظف خدمة العملاء.

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Know what's good

, what to watch for

, and possible dealbreakers

Explores customer service, a core skill for business

Taught by Alfaisal.KLD, who are recognized for their work in customer service

Develops skills for understanding customer needs

Develops skills for handling customer complaints

Examines the importance of customer service

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 خدمة العملاء | Customer Service with these activities:

Review key concepts in customer service

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Reviewing key concepts in customer service will help you refresh your knowledge and prepare for the course material.

Browse courses on Service Management

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Read articles or blog posts about customer service.
Watch videos about customer service interactions.
Take a short online quiz or assessment on customer service.

Attend customer service conferences or meetups

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Attending customer service conferences or meetups will allow you to learn from industry experts and connect with other professionals in the field.

Browse courses on Networking

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Find a customer service conference or meetup in your area.
Register for the event.
Attend the event and participate in the activities.

Review customer service principles

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Reviewing basic customer service principles will provide you with a strong foundation for understanding the course material.

Browse courses on Customer Service

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Read articles or blog posts about customer service.
Watch videos about customer service interactions.
Take a short online course or workshop on customer service.

Two other activities

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Role-play customer service scenarios

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Practicing role-playing customer service scenarios will help you develop your communication and problem-solving skills.

Browse courses on Customer Service Skills

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Find a partner to practice with.
Choose a customer service scenario to role-play.
Take turns playing the role of the customer and the customer service representative.
Provide feedback to each other after each role-play.

Volunteer at a customer service organization

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Volunteering at a customer service organization will provide you with hands-on experience and allow you to put your skills into practice.

Browse courses on Volunteering

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Find a customer service organization to volunteer with.
Apply to the organization and complete the necessary training.
Provide customer service to clients or customers.

Career center

Learners who complete خدمة العملاء | Customer Service will develop knowledge and skills that may be useful to these careers:

Customer Service Representative

Customer Service Representatives are the face of a company, interacting with customers to resolve issues, answer questions, and provide support. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of building customer relationships, handling complaints effectively, and providing exceptional service.

See salaries and explore the career path for Customer Service Representative

Technical Support Specialist

Technical Support Specialists provide technical assistance to customers, helping them troubleshoot problems and resolve issues. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of active listening, problem-solving, and providing clear and concise instructions.

See salaries and explore the career path for Technical Support Specialist

Account Manager

Account Managers are responsible for managing relationships with existing customers, ensuring their satisfaction and driving revenue growth. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of relationship-building, proactive communication, and up-selling and cross-selling.

See salaries and explore the career path for Account Manager

Sales Associate

Sales Associates are responsible for generating sales and providing excellent customer service. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of building rapport, understanding customer needs, and closing deals.

See salaries and explore the career path for Sales Associate

Project Manager

Project Managers are responsible for planning, executing, and delivering projects on time and within budget. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of stakeholder management, communication, and conflict resolution.

See salaries and explore the career path for Project Manager

Marketing Manager

Marketing Managers are responsible for developing and executing marketing campaigns that drive brand awareness and generate leads. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of market research, segmentation, and targeting.

See salaries and explore the career path for Marketing Manager

Product Manager

Product Managers are responsible for developing and managing products that meet customer needs. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of user research, product development, and customer feedback.

See salaries and explore the career path for Product Manager

Business Analyst

Business Analysts are responsible for gathering and analyzing data to identify and solve business problems. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of stakeholder management, communication, and problem-solving.

See salaries and explore the career path for Business Analyst

Consultant

Consultants provide advice and guidance to clients on a variety of business issues. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of active listening, problem-solving, and communication.

See salaries and explore the career path for Consultant

Customer Success Manager

Customer Success Managers are responsible for ensuring that customers are satisfied with their products or services and achieve their desired outcomes. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of relationship-building, proactive communication, and customer advocacy.

See salaries and explore the career path for Customer Success Manager

UX Designer

UX Designers are responsible for designing user interfaces that are both intuitive and visually appealing. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of user research, prototyping, and usability testing.

See salaries and explore the career path for UX Designer

Data Analyst

Data Analysts are responsible for collecting, analyzing, and interpreting data to identify trends and patterns. This course provides a foundation in customer service principles, helping you develop the skills needed to succeed in this role. You'll learn about the importance of data visualization, storytelling, and communication.

See salaries and explore the career path for Data Analyst

Software Engineer

Software Engineers are responsible for designing, developing, and maintaining software applications. This course may be useful for those interested in developing customer-facing software applications, as it provides a foundation in customer service principles. You'll learn about the importance of understanding customer needs and designing user-friendly interfaces.

See salaries and explore the career path for Software Engineer

Product Owner

Product Owners are responsible for defining the vision and roadmap for a product. This course may be useful for those interested in becoming Product Owners, as it provides a foundation in customer service principles. You'll learn about the importance of understanding customer needs and developing products that meet those needs.

See salaries and explore the career path for Product Owner

Scrum Master

Scrum Masters are responsible for facilitating agile software development teams. This course may be useful for those interested in becoming Scrum Masters, as it provides a foundation in customer service principles. You'll learn about the importance of communication, collaboration, and conflict resolution.

See salaries and explore the career path for Scrum Master

خدمة العملاء | Customer Service

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