Support Center Services

SkillSoft
Nashua, New Hampshire, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' This course is intended to instruct the learner in the Help Desk Institute’s (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.

Target Audience

Individuals interested in the Help Desk Institute’s (HDI) Customer Support Specialist (CSS) certification

Expected Duration

3.0 hours

Objectives :

Lesson Overview

recognize the characteristics of good customer support
recognize the importance of an ethical approach to customer support

Customer Support Best Practices

match customer support best practices to examples
identify what role managers play in encouraging Customer Support Specialists to follow best practice guidelines

Consistent Customer Support Levels

identify company actions/policies that represent a commitment to a high level of customer support in a given scenario

Personal Accountability and Service Commitments

apply methods of ensuring Customer Support Specialists take personal responsibility
recognize how commitment to customers is demonstrated in given scenarios

Enhancing Your Image with Excellent Customer Support

recognize how to protect the good image of the organization while supporting customers

Lesson Overview

recognize the benefits of delivering customer support with an excellent service attitude

Great Service Attitudes

recognize examples of customer support provided with an excellent service attitude

How to Achieve an Excellent Service Attitude

identify personal methods of projecting an excellent service attitude

Lesson Overview

identify the factors involved in creating an effective customer support work environment

Collaborative and Supportive Work Environment

create a collaborative and supportive work environment in a given scenario
identify employee programs that help create a supportive work environment
identify the benefits of a collaborative and supportive work environment

Shared and Private Physical Workspaces

identify the benefits of providing Customer Support Specialists with shared workspaces
identify the problems associated with shared workspaces
identify the advantages of private workspaces ...''

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

Employee and Labor Relations Strategies
Safety, Health, and Security Strategies
Compensation and Benefits Strategies
Workforce Planning and Employment Strategies
Managing the Quality of the Customer Support Service Center
Customer Service Procedures
Managing Conflict, Stress, and Time
Effective Communication Skills
Interacting with the Customer
Establishing Team and Customer Relationships
The Customer Support Specialist
ECDL/ICDL 4
OFFICE WORD 2007
EXCEL 2007
POWERPOINT 2007
OUTLOOK 2007
ACCESS 2007
MICROSOFT PROJECT 2002: SPECIALIST CERTIFICATION
CISSP Domain: Information Security and Risk Management

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