[2020] Customer Service 2.0: Learn Digital Customer Service
4.4 (704 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
3,236 students enrolled

[2020] Customer Service 2.0: Learn Digital Customer Service

Used by Chase, Intel, & others! Learn customer service skills related to social media, diagnosing user problems, & more.
4.4 (703 ratings)
Course Ratings are calculated from individual students’ ratings and a variety of other signals, like age of rating and reliability, to ensure that they reflect course quality fairly and accurately.
3,236 students enrolled
Last updated 10/2019
English
English
Current price: $30.99 Original price: $44.99 Discount: 31% off
5 hours left at this price!
30-Day Money-Back Guarantee
This course includes
  • 1 hour on-demand video
  • 1 article
  • Full lifetime access
  • Access on mobile and TV
  • Assignments
  • Certificate of Completion
Training 5 or more people?

Get your team access to 4,000+ top Udemy courses anytime, anywhere.

Try Udemy for Business
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 2, fresh for 2020!

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 2020): 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!

Who this course is for:
  • 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
Course content
Expand all 20 lectures 01:07:50
+ Customer Service 2.0: Serving Customers in the Social Media Era
3 lectures 06:09
Hi I’m Davis! Welcome to the Customer Service 2.0 Course
02:42
Download All of Eazl’s Customer Service 2.0 Resources
00:30
+ How to Solve Customer Issues in a Community-first Context
5 lectures 20:48
How Increased Connectivity is Changing Customer Service
04:42
Learn to Think in Terms of Jobs To Be Done
03:56
What a Community Focus Means for Solving Individual Problems
04:33
Case Study: The 5 Principles in Problem Solving Action
04:48
What questions will you ask this user so that you can successfully diagnose their problem?
Which Questions Would Help Diagnose the Problem?
1 question
+ What Social Media and Smartphones Mean for Customer Service
6 lectures 18:53
What’s Different about Customer Care on the Social Web?
02:54
SideBYSide: Tone Mirroring for the Global Digital Community
04:05
Learn a Framework for Prioritizing Social Care Requests
02:32
SideBYSide: a Quick Tour of Four Social Monitoring Tools
03:43
Three Case Studies in Social Care Excellence
03:42
Assume that you’re a customer support team member for a software company. How will you handle a message you received via social media that contains sensitive user information?
How Will You Handle this Support Request Received on Social Media?
1 question
+ How to Generate Revenue through Compassionate Service
5 lectures 18:52
3 Ways to Create a Culture of Compassion around Customer Service
04:18
The Four Opportunities to Convert Customer Service into Revenue
02:23
The Apple Case Study: Increasing the LTV through Customer Service
03:42
Help the Amazon.com eCommerce product team determine their strategic focus. This is a challenging assignment, and there is no single right answer. Have fun and remember to focus on identifying patterns!
Customer Experience Improvements for Amazon.com
1 question
Let's Wrap and Get You Your Certificate
04:28