Certified Help Desk Professional Online

Certified Help Desk Professional Online

Full Description

The help desk professional provides front line support and represents the entire organization. For this reason, it is important that the professional offers the highest quality customer care with every contact. This course focuses on Best Practices, which includes High Impact TrainingTM, Total Contact OwnershipTM, handling problem reports, follow up techniques, and troubleshooting. Other Best Practices to be discussed include phone etiquette, troubleshooting and escalations. Professionals will learn innovative methodologies for effective customer care and problem resolution as well as the fundamentals of customer support structure and procedures.

Outcomes:

All outcomes are represented below and listed as Help Desk Activities that a student would be expected to demonstrate and engage in upon successful completion of this program. The Customer Support Center and the Business --Effect Equals Cost --The Traditional Customer Support Center --The Customer Support Center of the Millennium --The Evolving Customer Support Center --The Customer Support Center’s --Role in the Business Mission of a World-Class Customer Support Center --The framework of the Customer Support Center --Why Have a Mission Statement? --Sample Mission Statements Meeting the Needs of Customers --Service Level Agreements --Problem Severity Levels --Terminology --Sample Service Level Agreement Best Practices --Standard Operating Procedures --Customer Care and Total Contact --Ownership --High Impact Training (HIT) --Customer Greetings --Placing Customers on Hold --Handling Problem Reports --Handling Escalations --Follow-up Techniques --Closing Problem Reports Communicating Professionalism --Communication Channels --Guidelines for Communication --The Verbal Communication Process --Filters and Miscommunication --Vocal Elements --Formal vs. Informal Language --Listening…How Difficult Is It? Troubleshooting --Recording Accurate Information --How to Ask Good Questions --Solve Problems with IMPACT Dealing with Difficult Behavior --Identifying and Diffusing Difficult Behavior --Separating the Behavior from the Customer --Giving the Right Response --Identify Behavior and Tailor Responses --Apply Appropriate Troubleshooting and Communication Strategies --Stress Management --Developing a Positive Attitude

Assessment:

The CHDP Certification online consists of two parts, the class and the certification test. The entire class is six hours online and can be completed at different sittings. Professionals have eight weeks to complete all online course modules and take the certification test. Students are given 2½ hours to complete the exam. Students must achieve at least 90 percent accuracy in order to obtain certification. If necessary, an STI Knowledge Certified Instructor will review the exam and help the participant plan for success. Should the student need to retake the exam there is a $95 retake fee.

Course Information (see above or below lessons, outlines, activities, etc.) NOTE: The entire class is six hours online and can be completed at different sittings. Professionals have 8 WEEKS to complete all online course modules and take the certification test (see Assessment).
Since the customer support center professional represents the entire organization, it is essential that the professional understands the mission of a world-class customer support center, knows how to meet the needs of customers, can deal with difficult behavior, and communicates professionalism. This course will discuss these issues in depth.
Although previous customer support center experience is not required, it is advantageous for students to be familiar with the basic concepts of a customer support center, its purpose and the primary tasks it performs.

Contact Hours: 24