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Provided by: Serebra Learning Corporation Customer Service Procedures |
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Failing to realize the importance of customer service and effective complaints handling leads to increasingly dissatisfied customers. Organizations need to be able to address the needs of customers in an effective and efficient manner. This course is intended to show the proper procedures and processes needed to provide effective customer service: how to properly support a customer, how to provide accurate documentation, and how to handle difficult customers. This course helps to prepare learners interested in the HDI Customer Support Specialist (CSS) Certification, which is targeted to individuals wishing to qualify to work in a customer support center/help desk environment. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
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Training
Provided by Serebra Learning Corporation
Customer Service Procedures
Audience
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification
TopicsObjectives- Lesson Overview
- identify the benefits of process managementOverview of Process Management
- match the goals of process management with descriptions of how each improves the performance of the CSS
- match the elements from the process management system with their examplesDocumenting Processes and Procedures
- match examples of document types to the appropriate documentation tier
- identify the benefits of accurately documenting processes Lesson Overview
- identify the importance of effective call handling in the operation of a support centerProcedures for Dealing with Calls
- use appropriate procedures for handling a call in a given scenarioCommunicating Status Updates to Customers
- select the appropriate actions when communicating status updates in a scenarioUsing the Problem-solving Model
- apply problem-solving techniques in the interaction between a CSS and a customer Interacting with the Customer
- identify unprofessional behaviors to avoid when dealing with a custom
About The Training Provider: Serebra Learning Corporation
Serebra Learning Corporation - Serebra Learning Corporation provides technology-based training solutions through a combination of Cortex, its proprietary learning management system (LMS), and a curriculum catalog with over 1, 825 current courseware titles. Founded in 1987 (as FirstClass Systems, with a name change to Serebra in 2001), Serebra has over sixteen years" experience delivering e-learning solutions to both...
