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Customer Service 2.0

Learn Digital Customer Service

4.6 Filled star Filled star Filled star Filled star Half star
Based on 5,036 ratings
see reviews
Davis Jones, Eazl.ai Courseware, and Ludell Jones

Version 4, fresh for 2024.

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

Read more

Version 4, fresh for 2024.

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

  • Use AI prompts in customer service (choose any model: ChatGPT, Claude / Anthropic, PaLM / Google & others)

  • 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.

Enroll now

What's inside

Learning objectives

  • 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

Syllabus

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
Read more

In this video, we ask four people in customer service in different parts of the world how they deal with the stress involved in customer service.

Master the fundamentals of AI prompt engineering in just 5 minutes! Perfect for customer service professionals looking to leverage AI tools like ChatGPT, Claude, and other language models to enhance their workflow.

In this concise crash course, you'll learn:

  • What prompts are and how they work with AI

  • How to use delimiters to organize your prompts effectively

  • How to reference content within delimiters using definitions

  • How to structure your prompts using Markdown

  • Access to an interactive prompt engineering simulation

BONUS: Get hands-on practice with our exclusive prompt engineering simulator at eazl.link/psim

You can use this AI prompt with ChatGPT or Claude (both generative AI models offer nice free tiers). You can also use this with Meta's Llama and Google's AI models (for example, PaLM and Gemini) through the Eazl AI app (account required).

Eazl typically recommends using ChatGPT's generative AI models as the first choice and, for longer prompts, Claude from Anthropic (available at claude.ai).

In this video, we ask customer service people in four different parts of the world how they help customers find the root cause of their problem.

You can use this AI prompt with ChatGPT or Claude (both generative AI models offer nice free tiers). You can also use this with Meta's Llama and Google's AI models (for example, PaLM and Gemini) through the Eazl AI app (account required).

Eazl typically recommends using ChatGPT's generative AI models as the first choice and, for longer prompts, Claude from Anthropic (available at claude.ai).

In this video, we ask four different customer service people "What tips do you have for helping customers over chat or social media platforms?"

Traffic lights

Read about what's good
what should give you pause
and possible dealbreakers
Teaches how to use AI prompts with models like ChatGPT and Claude, which are increasingly relevant for efficient customer service workflows
Focuses on customer service in the social media era, which is essential for engaging with the growing number of smartphone users worldwide
Explores how to leverage customer support for product management, which can lead to rapid product iteration and improvement based on customer feedback
Includes case studies and exercises to practice diagnosing customer problems and providing social customer care, offering hands-on learning
Requires learners to create an account to use the Eazl AI app, which may be an additional step for some learners
Uses the IPX system, which may require learners to adapt to a specific framework for diagnosing and solving customer issues

Save this course

Create your own learning path. Save this course to your list so you can find it easily later.
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Reviews summary

Modern customer service for the digital era

According to learners, this course offers a highly relevant and up-to-date perspective on customer service, focusing on the social media and smartphone era. Students appreciate the inclusion of practical strategies and exercises that help them apply skills immediately. The course covers key modern topics like using AI prompts and navigating digital channels. While many find the content engaging and the format effective, particularly the bite-sized lessons, some more experienced learners might find certain sections introductory.
Solid foundation for new professionals.
"As someone new to digital customer service, this course was perfect for me."
"I feel much more confident in handling customer issues online after taking this."
"Provides a great starting point for understanding modern service."
Brief intro to AI tools in service.
"The section on using AI prompts was a modern touch I appreciated."
"I got a good basic understanding of how to use ChatGPT/Claude in customer service."
"Found the AI segment relevant to current trends."
Hands-on practice for real situations.
"The exercises where we diagnose problems were incredibly helpful."
"I could immediately use the strategies taught for handling support requests."
"The activities really helped solidify my understanding of the concepts."
Modern approach for social media.
"This course gave me the tools to handle customer care on platforms like social media effectively."
"I needed to learn how to serve customers using smartphones and online channels, and this course delivered."
"Great overview of customer service for the connected world."
May be introductory for some.
"While great, I wish some advanced topics were covered in more detail."
"Might be a bit basic if you already have significant experience in the field."
"Some parts felt like a high-level overview rather than deep dives."

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 Customer Service 2.0: Learn Digital Customer Service with these activities:
Review Communication Principles
Reviewing basic communication principles will help you better understand the nuances of digital customer service and tone mirroring.
Browse courses on Communication Principles
Show steps
  • Review articles and videos on effective communication.
  • Practice active listening techniques with a friend or colleague.
AI Prompt Template for Customer Service
Creating an AI prompt template will help you leverage AI tools like ChatGPT to enhance your customer service workflow.
Show steps
  • Identify common customer service scenarios.
  • Develop AI prompts that can assist with these scenarios.
  • Test and refine your prompts for accuracy and effectiveness.
  • Document your prompt template for future use.
Review 'Hug Your Haters: How to Embrace Complaints and Keep Your Customers'
Reading this book will provide a deeper understanding of how to handle customer complaints and turn them into opportunities for revenue generation.
View Hug Your Haters on Amazon
Show steps
  • Read the book, taking notes on key strategies and examples.
  • Identify three strategies from the book that you can apply to your current role.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Practice Tone Mirroring
Practicing tone mirroring will improve your ability to connect with customers and build rapport.
Show steps
  • Find examples of customer interactions online.
  • Write responses that mirror the customer's tone.
  • Ask a friend or colleague to review your responses.
Create a Customer Service Style Guide
Developing a style guide will ensure consistent and professional communication across all customer service channels.
Show steps
  • Define your brand's voice and tone.
  • Create guidelines for responding to common customer inquiries.
  • Include examples of good and bad customer service interactions.
  • Share the style guide with your team and solicit feedback.
Social Media Audit for Customer Service
Conducting a social media audit will help you understand how your brand is currently perceived and identify areas for improvement in customer service.
Show steps
  • Identify your brand's key social media channels.
  • Analyze customer interactions and sentiment on each channel.
  • Identify areas where customer service can be improved.
  • Create a report summarizing your findings and recommendations.
Review 'The Effortless Experience: Conquering the New Battleground for Customer Loyalty'
Reading this book will provide insights into how to reduce customer effort and improve loyalty.
View The Effortless Experience on Amazon
Show steps
  • Read the book, focusing on the key principles and case studies.
  • Identify areas in your current customer service processes where you can reduce customer effort.

Career center

Learners who complete Customer Service 2.0: Learn Digital Customer Service will develop knowledge and skills that may be useful to these careers:
Customer Service Representative
A customer service representative addresses customer inquiries and resolves issues through various channels. This course directly applies to this role, emphasizing effective communication, problem-solving, and customer relationship management. The material on diagnosing and prioritizing customer issues helps a customer service representative efficiently handle requests. The course modules on mirroring tone for a global digital community and providing social customer care equip representatives with the tools for engaging with customers in the social media era, a crucial skill for any modern customer service representative. Learning to use AI prompts may also enhance workflow.
See salaries and explore the career path for Customer Service Representative
Customer Service Trainer
A customer service trainer develops and delivers training programs to improve the skills of customer service staff. This course directly relates to the work of a Customer Service Trainer, and helps to communicate customer service leadership skills and communication skills. The customer service trainer can enhance their ability to build and deliver effective training programs. The included case studies and real-world examples may prove beneficial in helping a trainer deliver effective lessons, particularly the Apple case study.
See salaries and explore the career path for Customer Service Trainer
Community Manager
A community manager fosters and manages an online community around a brand or product. This course emphasizes community-first customer service, directly relevant to this role. The IPX system taught in the course helps a community manager diagnose and resolve customer issues within the community. Understanding how to mirror tone and provide social customer care further enhances a community manager's ability to engage with community members effectively. Given that community management often involves addressing customer concerns, this course would be particularly helpful, especially the modules on communication and social care excellence.
See salaries and explore the career path for Community Manager
Customer Experience Manager
A customer experience manager focuses on improving the overall customer journey and satisfaction. The focus on compassionate service and customer experience improvement in this course aligns directly with this role. By learning how to diagnose and solve customer issues effectively, a customer experience manager can identify areas for improvement in the customer experience. Furthermore, understanding how to create a culture of compassion around customer service can transform the customer experience for the better. This course may help this professional become a customer experience leader.
See salaries and explore the career path for Customer Experience Manager
Client Relations Manager
A client relations manager builds and maintains strong relationships with clients. This course emphasizes customer relationship management and compassionate customer service. A client relations manager learns to diagnose and resolve customer issues effectively, building trust and loyalty. They also learn to provide top notch social customer care, which will help them stay ahead of any issues and keep clients satisfied. The case studies may be helpful in this regard, and provides real-world examples of success.
See salaries and explore the career path for Client Relations Manager
Customer Success Manager
A customer success manager works to ensure customers achieve their desired outcomes while using a product or service. The course helps build skills in customer relationship management and diagnosing customer issues, which are essential. By understanding how to solve customer problems and foster loyalty, a customer success manager enhances customer satisfaction and retention. The strategies for generating revenue through compassionate service can also enable a customer success manager to identify opportunities for upselling or cross-selling. The case studies in social care excellence may be helpful to this professional.
See salaries and explore the career path for Customer Success Manager
Account Manager
An account manager is responsible for maintaining and growing relationships with existing clients. This course emphasizes loyalty and customer relationship management, which are crucial for this role. By effectively diagnosing and solving customer issues, an account manager can build trust and strengthen client relationships. Learning how to provide social customer care and monitor brand sentiment on social media also allows the account manager to proactively address client concerns. Account managers will benefit from the many resources this course offers.
See salaries and explore the career path for Account Manager
Product Manager
A product manager guides the development and launch of products, often relying on customer feedback for iteration. This course emphasizes how customer support can be leveraged for product management. By understanding customer issues and needs through effective communication, a product manager can make informed decisions about product improvements. The discussion of constructive customer engagement for rapid product iteration would be beneficial for product managers and entrepreneurs who use digital tools. This course will help them prioritize customer service requests and apply the IPX system.
See salaries and explore the career path for Product Manager
Digital Marketing Manager
A digital marketing manager develops and implements digital marketing strategies to promote a brand or product. This course highlights elements of customer engagement and social media management, which are crucial in digital marketing. The digital marketing manager will learn how to monitor brand mentions, engage with the community, run promotions, and more. They may find particular interest in the coverage of effective communication in the social media era, tone mirroring, and prioritizing social care requests.
See salaries and explore the career path for Digital Marketing Manager
Help Desk Technician
A help desk technician provides technical support to customers, addressing their hardware and software issues. This course can improve a help desk technician's customer interaction skills, especially in diagnosing and solving problems. The course's focus on the IPX system and community-first support may allow technicians to resolve issues more efficiently and empathetically. The technician may also find the material on mirroring tone and providing social customer care useful. The course's supplementary materials may provide further support to a help desk technician.
See salaries and explore the career path for Help Desk Technician
Social Media Manager
A social media manager oversees a company's online presence across various platforms. This course may be useful because it highlights customer engagement, issue resolution, and brand monitoring. The course's coverage of social customer care equips social media managers with the strategies to manage brand image and address customer concerns effectively on social channels. A social media manager benefits from understanding how to prioritize social care requests and generate revenue through compassionate service. The modules on social care interactions and monitoring tools would be helpful.
See salaries and explore the career path for Social Media Manager
Marketing Specialist
A marketing specialist develops and executes marketing campaigns to promote products or services. This course may be useful because it emphasizes understanding customer needs and preferences through effective communication and engagement. By monitoring brand sentiment on social media and addressing customer concerns, a marketing specialist can refine marketing strategies and improve campaign effectiveness. The course's coverage of social customer care and social monitoring tools can allow this professional to make data driven decisions that improve their marketing strategies.
See salaries and explore the career path for Marketing Specialist
Technical Support Engineer
A technical support engineer provides advanced technical assistance to customers facing complex issues. This course may be useful because it emphasizes problem-solving and effective communication, which are essential for this role. The IPX system taught in the course may help a technical support engineer diagnose and resolve issues swiftly and empathically. The course's modules on social customer care and communication for a global digital community equip them with the tools to support customers across various channels. The supplementary materials this course provides may prove valuable.
See salaries and explore the career path for Technical Support Engineer
Sales Representative
A sales representative focuses on generating revenue by selling products or services to customers. This course may be useful because it emphasizes generating revenue through compassionate service. By building strong customer relationships and addressing customer needs effectively, a sales representative can foster loyalty and increase sales. Additionally, understanding how to convert customer service interactions into revenue opportunities may allow a sales representative to up-sell or cross-sell products effectively. They may also be able to learn from the Apple case study.
See salaries and explore the career path for Sales Representative
Customer Insights Analyst
A customer insights analyst analyzes customer data to identify trends and patterns that can improve business decisions. This course may be useful because it teaches how to gather key customer insights through effective digital communication strategies. By monitoring brand sentiment on social media and analyzing customer interactions across multiple channels, a customer insights analyst can extract valuable data to inform product development, marketing campaigns, and customer service improvements. This data can lead to increased revenue.
See salaries and explore the career path for Customer Insights Analyst

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 Customer Service 2.0: Learn Digital Customer Service.
Cover image
Hug Your Haters
Save
Provides a framework for handling customer complaints effectively, especially in the digital age. It offers practical advice on turning negative feedback into opportunities for improvement and customer loyalty. This book is particularly useful for understanding how to address customer issues on social media and other digital channels. It expands on the course's focus on compassionate customer service and revenue generation.
Hug Your Haters
Paperback
Check
Hug Your Haters
Kindle Edition
Check
Cover image
The Effortless Experience
Save
Challenges the conventional wisdom that exceeding customer expectations is the key to loyalty. Instead, it argues that reducing customer effort is the most effective way to build lasting relationships. This book is valuable for understanding how to streamline customer service processes and make it easier for customers to get their issues resolved. It adds depth to the course's focus on diagnosing and solving customer issues.
The Effortless Experience
Paperback
Check
The Effortless Experience
Kindle Edition
Check

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Course image
Rating
4.6 Filled star Filled star Filled star Filled star Half star
Effort
1.5 total hours
Via
Udemy
Instructors
Davis Jones
Eazl.ai Courseware
Ludell Jones
Language
English
Traffic lights
Read about what's good
what should give you pause
and possible dealbreakers
Teaches how to use AI prompts with models like ChatGPT and Claude, which are increasingly relevant for efficient customer service workflows
Focuses on customer service in the social media era, which is essential for engaging with the growing number of smartphone users worldwide
Explores how to leverage customer support for product management, which can lead to rapid product iteration and improvement based on customer feedback
Includes case studies and exercises to practice diagnosing customer problems and providing social customer care, offering hands-on learning
Requires learners to create an account to use the Eazl AI app, which may be an additional step for some learners
Uses the IPX system, which may require learners to adapt to a specific framework for diagnosing and solving customer issues
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