Provided by: Serebra Learning Corporation

Customer Service Procedures

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Training Provided by Serebra Learning Corporation

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

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
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Training Presented in:

English

Related Keywords: sales customer facing skills service hdi - support specialist process procedures lesson overview benefits process managementoverview management match goals process management descriptions how each improves performance css elements system examplesdocumenting processes match examples document types appropriate documentation tier accurately documenting importance effective call handling operation support centerprocedures dealing calls use appropriate procedures given scenariocommunicating status updates customers select actions when communicating status updates scenariousing problem-solving model interaction interacting unprofessional behaviors avoid custom

Training Program Details

Audience

Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification

Topics

Objectives

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 Serebra Learning Corporation - Training Provider

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...

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