Training Course:Managing the Quality of the Customer Support Service CenterSchool/Trainer:SkillSoft
Nashua, New Hampshire, United States
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the HDI Customer Support Specialist Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
Target Audience
Individuals interested in the Help Desk Institute’s (HDI’s) Customer Support Specialist (CSS) certification
Expected Duration
3.5 hours
Objectives :
Lesson Overview
identify the benefits of using incident management techniques in a customer support center
Incident Management Fundamentals
recognize examples of when the application of incident management is necessary
The Incident Management Process
apply incident management in a given scenario
sequence the stages in the incident management process
Lesson Overview
identify the benefits of documenting the occurrence, progression, and resolution of an incident
Incident Logging
apply the incident logging procedure in a given scenario
Closing Incidents
recognize steps in closing an incident
Lesson Overview
recognize the benefits offered by Service Level Agreements
The Service Level Agreement (SLA)
match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLA
Incident Priority Levels
assign a suitable priority level to an incident, in a given scenario
identify the factors to consider when assigning priority levels to incidents
Lesson Overview
recognize the importance of quality assurance in improving support center employee performance
Quality Assurance Fundamentals
select the quality assurance techniques that are appropriate in a given scenario
Incident Monitoring
identify the benefits of incident monitoring in a support center ...''
Please go to the school's official website for training price and schedule:
http://www.skillsoft.com/
Phone:877.545.5763
School Address:
SkillSoft
107 Northeastern Blvd.
Nashua, NH 03062 USA
603-324-3000
World Headquarters
SkillSoft PLC
Belfield Office Park
Clonskeagh
Dublin 4, Ireland
Phone: +353 1 218 1000
SkillSoft Asia Pacific Headquarters
Level 1
71 Epping Road
(PO Box 365, North Ryde NSW 2113)
North Ryde NSW 2113
Sydney Australia
Phone: +61 2 9886 0500
SkillSoft U.K. Ltd.
EMEA Headquarters (U.K.)
Compass House
2nd Floor
207-215 London Road
Camberley
GU15 3EY
Phone: +44 (0) 127 640 1950
SkillSoft Canada Services Center
20 Knowledge Park Drive
Fredericton, NB E3C 2P5
Canada
Phone: 506-457-1285
Jobs & Resumes: Nashua
Houses & Roommates: Nashua
Other training courses offered by SkillSoft:
Non-Unionized Workplaces (HRCI/PHR)
Sexual Harassment at Work (HRCI/PHR)
Employment Relations (HRCI/PHR)
Compensating Employees (HRCI/PHR)
Developing Human Resources (HRCI/PHR)
Developing Employees (HRCI/PHR)
Employee and Labor Relations Strategies
Safety, Health, and Security Strategies
Compensation and Benefits Strategies
Workforce Planning and Employment Strategies
Customer Service Procedures
Managing Conflict, Stress, and Time
Effective Communication Skills
Interacting with the Customer
Establishing Team and Customer Relationships
Support Center Services
The Customer Support Specialist
ECDL/ICDL 4
OFFICE WORD 2007
Notice: The course description on this page was captured from the Internet as historical reference or submitted by visitors. It was archived statically and not updated from day to day.
Tips:
You do not need to register before you can use most of our services. You will get a code for each posting ever made on this website. It is the key for you to remove the posting anytime by yourself. |
|
|
