What you'll 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
Requirements
There are no prerequisites to participating in this course!
Description
Version 3.2, fresh for 2022!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 Islam5/5 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 ClementCustomer Service 2.0: Upgraded for the Social Media EraCustomer service leadership and communication skillsAuthentic customer support for the social media / smartphone worldDiagnosing, prioritizing, and solving customer issuesLeverage customer support for product managementLoyalty and customer relationship managementEarn your Digital Customer Service Certificate fast!Perfect for Early-career Professionals, Product Teams, and EntrepreneursWhile 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 iterationEntrepreneurs who use social media and other digital tools to communicate with customersIf 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 eraMirror tone and provide social customer care for a global base of digitally-connected usersMonitor your brand on social media, blogs, and other digital channelsGenerate revenue through compassionate customer serviceThis 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 3.2 (January 2022)In this upgrade, our team has generated professional-grade English language captions for the course. This will be a great addition for ESL learners!• Version 3.1 (November 2021): In this upgrade, we've added a suite of "Voices from the Field" videos, which is a lecture format that presents answers to customer service-related questions from a variety of people who work in customer service back-to-back to one another. This will give you a view into the thoughts of a variety of people working in customer service on the same topic. See how the featured professionals differ in their approaches so that you can improve you own ways of addressing customer service-related challenges!• 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.• 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!
Overview
Section 1: Customer Service 2.0: Serving Customers in the Social Media Era
Lecture 1 Hi I'm Davis! Welcome to the Customer Service 2.0 Course
Lecture 2 The Five Principles of Customer Service 2.0
Lecture 3 Download All of Eazl's Customer Service 2.0 Resources
Lecture 4 Voices from the Field: Dealing with the Stress Involved in Customer Service
Section 2: How to Solve Customer Issues in a Community-first Context
Lecture 5 How Increased Connectivity is Changing Customer Service
Lecture 6 The IPX System: How to Diagnose a Problem
Lecture 7 Voices from the Field: How do you find the source of the problem quickly?
Lecture 8 Learn to Think in Terms of Jobs To Be Done
Lecture 9 Three Resources to Help Customer Service Teams Handle Coronavirus (COVID-19)
Lecture 10 What a Community Focus Means for Solving Individual Problems
Lecture 11 Case Study: The 5 Principles in Problem Solving Action
Section 3: What Social Media and Smartphones Mean for Customer Service
Lecture 12 What's Different about Customer Care on the Social Web?
Lecture 13 The 5 Most Common Social Care Interactions
Lecture 14 Voices from the Field: What Can I do to Help Customers via Social Media?
Lecture 15 SideBYSide: Tone Mirroring for the Global Digital Community
Lecture 16 Learn a Framework for Prioritizing Social Care Requests
Lecture 17 SideBYSide: a Quick Tour of Four Social Monitoring Tools
Lecture 18 Three Case Studies in Social Care Excellence
Section 4: How to Generate Revenue through Compassionate Service
Lecture 19 The Cost of Attracting Customers is Rising
Lecture 20 3 Ways to Create a Culture of Compassion around Customer Service
Lecture 21 The Four Opportunities to Convert Customer Service into Revenue
Lecture 22 The Apple Case Study: Increasing the LTV through Customer Service
Lecture 23 Your Professional Growth: Becoming a Customer Experience Leader
Lecture 24 Let's Wrap and Get You Your Certificate
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


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