This course is not currently offered by Global Knowledge. Information here is provided for reference only.

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. In this course, you will examine the CSS's role and environment, including typical duties 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 you for the Help Desk Institute (HDI) CSS certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.

What You'll Learn

• Recognize examples of the phases in the CSS call process
• Classify examples of communication as formal or informal
• Match positive and negative vocal cues with examples
• Recognize the benefits of writing effective e-mails and reports of customer-related incidents

Who Needs to Attend

Individuals interested in the HDI's CSS certification; front-line customer service and support agents seeking to acquire new skills

Prerequisites

There are no prerequisites for this course.

Follow-On Courses

There are no follow-ons for this course.

Course Outline

1. HDI - Customer Support Specialist, Professionalism

• The CSS
• The Support Center Service
• Establishing Team and Customer Relationships

2. HDI - Customer Support Specialist, Process

• Customer Service Procedures
• Managing the Quality of the Customer Support Service Center

3. HDI - Customer Support Specialist

• Interacting with the Customer
• Effective Communication Skills
• Managing Conflict, Stress, and Time

4. Internal Consulting for the Technical Professional

• The Technical Professional as Internal Consultant
• Creating Effective Contracts
• Using Data as a Technical Professional Consultant
• Resistance and Technical Professional Consultants

5. Test Preps

• HDI Customer Support Specialist