Training Course:The Customer Support SpecialistSchool/Trainer:SkillSoft
Nashua, New Hampshire, United States
Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced
Course Description:
'' It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today’s Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers’ needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSS and the environment in which he performs his duties, including typical roles of the CSS in a support environment, basic tasks accomplished by the CSS, the support center and customer’s role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.
Target Audience
Individuals interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification
Expected Duration
3.5 hours
Objectives :
Lesson Overview
recognize the Customer Support Specialist’s (CSS) contribution to business
identify why the Customer Support Specialist (CSS) is valued by modern businesses
The Role of the Customer Support Specialist
apply the skills of the Customer Support Specialist (CSS) in a given scenario
The Call Process
recognize examples of the phases in the CSS call process
CSS Ethical Standards
apply the ethical standards expected of a Customer Support Specialist in a given scenario
determine which ethical guidelines have been followed in a given scenario
Lesson Overview
recognize the benefits of the support center for the customer and the company
The Role of the Support Center
identify examples of where the support center serves its purpose to the customer
identify examples of purposes served by the support center for the company
A Support Center’s Responsibilities
identify examples of a support center’s responsibilities to the customer
identify the support center’s responsibilities to the Customer Support Specialist
Support Center Evolution and CRM
recognize the different phases of the support center evolution
apply the CRM methods employed by the support center in a given scenario
Lesson Overview
recognize the benefits of adhering to support center policies and best practices
Support Center Policies
match topics featured in a support center policy to examples
CSS Support
determine the support source most suitable in a given scenario ...''
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:
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
Support Center Services
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
Legal, Regulations, Compliance, and Investigations
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.
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