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34 How do different cultures view time

34 How do different cultures view time

33 Case Flow Stages

33 Case Flow Stages

40 Summarized Scoping Steps

40 Summarized Scoping Steps

42 Solution Validation Overview

42 Solution Validation Overview

35 How do different cultures view time

35 How do different cultures view time

30 Overview of Cultural Dimensions

30 Overview of Cultural Dimensions

43 Closure Overview

43 Closure Overview

39 Scoping Overview

39 Scoping Overview

31 Indirect communications

31 Indirect communications

32 Direct communication strategies

32 Direct communication strategies

38 Commonly Used Wait States

38 Commonly Used Wait States

37 Wait States and Dispositions

37 Wait States and Dispositions

21 Assisted Support Support Model

21 Assisted Support Support Model

27 Understanding What Drives Behavior Think about values

27 Understanding What Drives Behavior Think about values

25 Understanding What Drives Behavior What is Culture

25 Understanding What Drives Behavior What is Culture

19 Support Agent Interview

19 Support Agent Interview

29 Understanding What Drives Behavior Support Agent Interview

29 Understanding What Drives Behavior Support Agent Interview

17 Internal vs External

17 Internal vs External

18 General Escalation Path

18 General Escalation Path

28 Understanding What Drives Behavior Can values be misinterpreted

28 Understanding What Drives Behavior Can values be misinterpreted

15 Support the lifecycle

15 Support the lifecycle

16 The Right Attitude

16 The Right Attitude

24 Understanding What Drives Behavior

24 Understanding What Drives Behavior

22 Compensation and Benefits

22 Compensation and Benefits

20 Enterprise Services Strategy

20 Enterprise Services Strategy

23 Readiness

23 Readiness

26 Understanding What Drives Behavior What is Behavior

26 Understanding What Drives Behavior What is Behavior

9 Deliver a consistent customer experience

9 Deliver a consistent customer experience

11 A growth vs fixed mindset

11 A growth vs fixed mindset

14 Core Priorities of a Support Agent

14 Core Priorities of a Support Agent

6 IT Support Agent Requirements 2

6 IT Support Agent Requirements 2

4 Definition of the Support Agent

4 Definition of the Support Agent

7 Duties and Responsibilities

7 Duties and Responsibilities

12 How to adopt a growth mindset

12 How to adopt a growth mindset

13 Learned Skills

13 Learned Skills

5 The Support Agent Role 2

5 The Support Agent Role 2

1 Course Introduction

1 Course Introduction

3 The Support Agent Role

3 The Support Agent Role

10 Support and drive growth, consumption, and revenue

10 Support and drive growth, consumption, and revenue

8 Support Agent Interview

8 Support Agent Interview

27 Handling Objections

27 Handling Objections

Solution Validation Support Agent Interview

Solution Validation Support Agent Interview

26 Handling Objections Overview

26 Handling Objections Overview

25 The Risk of Overdelivering

25 The Risk of Overdelivering

24 Setting Boundaries Overview

24 Setting Boundaries Overview

24 Overdelivering

24 Overdelivering

23 Problem Restatement

23 Problem Restatement

22 Support Agent Interview

22 Support Agent Interview

22 Anchoring

22 Anchoring

21 Onward Troubleshooting Tips and Tricks Troubleshooting Best Practices Module Introduction

21 Onward Troubleshooting Tips and Tricks Troubleshooting Best Practices Module Introduction

11 Onward Solution Development Find a Solution Module 2 Introduction

11 Onward Solution Development Find a Solution Module 2 Introduction

16 Onward Solution Validation and Closure Solution Validation Module 3 Introduction

16 Onward Solution Validation and Closure Solution Validation Module 3 Introduction

16 What is Solution Validation

16 What is Solution Validation

19 What is Closure

19 What is Closure

18 Recovery

18 Recovery

17 Unresponsive Customer Procedure

17 Unresponsive Customer Procedure

15 Escalate a Case

15 Escalate a Case

14 Transfer a Case

14 Transfer a Case

20 Reasons for Closure

20 Reasons for Closure

12 Follow callback commitments

12 Follow callback commitments

13 Compare Collaboration, Transfer, and Escalation Support Agent Interview

13 Compare Collaboration, Transfer, and Escalation Support Agent Interview

10 Support Agent Interview

10 Support Agent Interview

13 Compare Collaboration, Transfer, and Escalation

13 Compare Collaboration, Transfer, and Escalation

11 What kind of incident are you dealing with

11 What kind of incident are you dealing with

11 Support Agent Interview

11 Support Agent Interview

11 Assignment Overview

11 Assignment Overview

10 The Importance of Communication during Scoping Support Agent Interview

10 The Importance of Communication during Scoping Support Agent Interview

10 Scope Creep

10 Scope Creep

9 Standard Scope Format

9 Standard Scope Format

8 Types of Cases

8 Types of Cases

8 Support Agent Interview

8 Support Agent Interview

7 What is Scoping

7 What is Scoping

6 Scoping Overview

6 Scoping Overview

3 Initial Assignment

3 Initial Assignment

2 Assignment Overview

2 Assignment Overview

5 Initial Response

5 Initial Response

4 Case Ownership

4 Case Ownership

1 Module Introduction

1 Module Introduction

47 Scorecards The Long View

47 Scorecards The Long View

46 Dashboards The Dynamic Daily View

46 Dashboards The Dynamic Daily View

48 KPI Benchmarks

48 KPI Benchmarks

32 Knowledge and Intellectual Capital IC Repository Critical Functionality Supported

32 Knowledge and Intellectual Capital IC Repository Critical Functionality Supported

40 Average First Reply Time

40 Average First Reply Time

39 Initial Response Met

39 Initial Response Met

36 Utilization

36 Utilization

35 Key Performance Indicators Module Introduction

35 Key Performance Indicators Module Introduction

38 Survey Count

38 Survey Count

34KM and ICM Key Benefits

34KM and ICM Key Benefits

37 Top Box Percentage

37 Top Box Percentage

33 Critical Functionality Supported

33 Critical Functionality Supported

45 Customer Retention

45 Customer Retention

31 Knowledge and Intellectual Capital IC Repository Critical Functionality Supported

31 Knowledge and Intellectual Capital IC Repository Critical Functionality Supported

41 Average Reply Time

41 Average Reply Time

44 Cases Closed in 24 hours

44 Cases Closed in 24 hours

43 Days to Solution

43 Days to Solution

42 Backlog

42 Backlog

21 What are you documenting 3

21 What are you documenting 3

27 Critical Functionality Supported

27 Critical Functionality Supported

23 Solution Validation Who Cares

23 Solution Validation Who Cares

28 Process and Procedure Defined

28 Process and Procedure Defined

17 Why document 2

17 Why document 2

29 Critical Functionality Supported

29 Critical Functionality Supported

22 Solution Validation Why document

22 Solution Validation Why document

19 Who Cares

19 Who Cares

23 Solution Validation What are you documenting

23 Solution Validation What are you documenting

30 Key Benefits

30 Key Benefits

24 Closure Why document

24 Closure Why document

18 What are you documenting 2

18 What are you documenting 2

26 Case Management

26 Case Management

20 Solution Development Why document 3

20 Solution Development Why document 3

25 Closure What are you documenting

25 Closure What are you documenting

8 Telephone, Skype, and Audio calls

8 Telephone, Skype, and Audio calls

2 Support Agent Introduction

2 Support Agent Introduction

5 Internal Resources

5 Internal Resources

7 Support Agent Interview

7 Support Agent Interview

4 The Customer

4 The Customer

3 Module introduction

3 Module introduction

12 Other Internal Resources

12 Other Internal Resources

14 Module introduction

14 Module introduction

13 Management

13 Management

11 Customer

11 Customer

16 What are you documenting

16 What are you documenting

15 Why document

15 Why document

6 Personal and Professional Reputation

6 Personal and Professional Reputation

10 Support Agent Interview

10 Support Agent Interview

9 Social Media

9 Social Media

1 Course Introduction

1 Course Introduction

1 Course Introduction

1 Course Introduction

1 Support Agent Introduction

1 Support Agent Introduction

40 What Do You Do

40 What Do You Do

32 Context and Culture

32 Context and Culture

33 Handling Difficult Situations

33 Handling Difficult Situations

44 Set Expectations

44 Set Expectations

36 Challenging Customer Types

36 Challenging Customer Types

43 Support Agent Interview

43 Support Agent Interview

42 Acknowledge Your Customer's Frustration

42 Acknowledge Your Customer's Frustration

31 Issue Specific Situations

31 Issue Specific Situations

37 Introduction to Challenging Customers

37 Introduction to Challenging Customers

38 What is a Challenging Customer

38 What is a Challenging Customer

35 Power Word Cons

35 Power Word Cons

34 What is ACCRUE

34 What is ACCRUE

39 Support Agent Interview

39 Support Agent Interview

41 Phrases to Avoid

41 Phrases to Avoid

45 Additional Strategies

45 Additional Strategies

25 Module Implicit and Explicit Messages

25 Module Implicit and Explicit Messages

23 Why Talk Up or Down to the Customer's Level

23 Why Talk Up or Down to the Customer's Level

22 The Benefits of Chat Etiquette

22 The Benefits of Chat Etiquette

17 Module Introduction Demonstrating Empathy

17 Module Introduction Demonstrating Empathy

28 How Background Affects Messaging

28 How Background Affects Messaging

29 Be a Detective

29 Be a Detective

27 How Emotion Affects Messaging

27 How Emotion Affects Messaging

20 Chat Etiquette Best Practices

20 Chat Etiquette Best Practices

24 Novice and Expert Customers

24 Novice and Expert Customers

26 What are Implicit and Explicit Messages

26 What are Implicit and Explicit Messages

21 Support Agent Interview

21 Support Agent Interview

16 Ask Probing Questions

16 Ask Probing Questions

30 The Impact of Missing Implicit Messages

30 The Impact of Missing Implicit Messages

19 Demonstrating Empathy Strategy

19 Demonstrating Empathy Strategy

11 Paraphrase to Clarify Meaning

11 Paraphrase to Clarify Meaning

13 Paraphrasing is Not Parroting

13 Paraphrasing is Not Parroting

6 What can be shared with Whom

6 What can be shared with Whom

8 The Trusted Advisor Mindset

8 The Trusted Advisor Mindset

9 Support Agent Interview

9 Support Agent Interview

4 How we communicate

4 How we communicate

15 Avoid Using Jargon

15 Avoid Using Jargon

12 Use Prompting Statements

12 Use Prompting Statements

2 Module Introduction

2 Module Introduction

14 Keep a Positive Attitude

14 Keep a Positive Attitude

2 Importance of Demonstrating Empathy

2 Importance of Demonstrating Empathy

10 Strategies for Interpreting a Message

10 Strategies for Interpreting a Message

5 Support Agent Overview

5 Support Agent Overview

3 Effective Communication Overview

3 Effective Communication Overview

7 What is Rapport

7 What is Rapport

comp25 unit9b lecture video

comp25 unit9b lecture video