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Customer Support Specialist Training Class
Course ID: 5262
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Customer Support Specialist Training Seminar
Overview:
The HDI Customer Support Specialist (CSS) Certification is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.
Who Should Attend:
This course is for individuals interested in HDI Customer Support Specialist (CSS) Certification, and is recommended for front-line staff in the contact center environment that are dedicated to providing outstanding levels of customer service and support. This course contains all content necessary to successfully pass the HDI CSS Certification test, and is also a preparatory course for the HDI Help Desk Analyst (HDA) Certification training.
At Course Completion:
- The importance and benefits of measuring the delivery of customer support - How to create - win/win - positive interactions with customers and co-workers - How to identify underlying customer needs - How to gain agreement with customers, to meet and exceed customer expectations - The difference between providing solutions and satisfying a customers psychological needs - How to deal effectively with a variety of customer situations - How to work with unrealistic or angry customers - How to gain satisfied customers through better listening - The guidelines for problem escalation - The importance of delegation - The basic anatomy of computers - Basic tools and technologies used in the customer support industry
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Agenda |
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Lesson 1: Introduction
Getting Started
Initiating Your Learning Experience
HDI
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Lesson 2: Customer Support Overview
Support Centers: Then & Now
Creating a Good First Impression
Profile for the CSS
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Lesson 3: CSS Skills Overview
Ethics in the Workplace
Cultural Sensitivity
The Power of Service Attitude
Communication Overview
Listening Skills
Understanding the Customers Needs
Verbal Skills
Questioning Skills
Telephone Skills
Email Writing Skills
Incident Documentation
Applying CSS Skills
Managing Yourself
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Lesson 4: Applying CSS Processes and Operations
Support Center Environment
Quality Assurance
Service Level Agreements
Escalations
Incident Management and Problem Management
Change Management
Security Management
Knowledge Management
Teams
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Customer Support Specialist Training Course Dates and Locations
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Course ID: 5262
| Course Duration: 2 Days
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Locations: |
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