Provided by: Serebra Learning Corporation

Managing the Quality of the Customer Support Service Center

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Training Provided by Serebra Learning Corporation

Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the HDI Customer Support Specialist Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. Individuals interested in the Help Desk Institute's (HDI's) Customer Support Specialist (CSS) certification

Training Avaliability and Delivery

This is primarily online training
	This is an online eLearning or CBT training program
	Contact Serebra Learning Corporation for more information

Training Presented in:

English

Related Keywords: sales customer facing skills service hdi - support specialist process managing quality center lesson overview benefits incident management techniques fundamentals recognize examples when application necessarythe apply incident management given scenario sequence stages processlesson documenting occurrence progression resolution an incidentincident logging apply procedure given scenarioclosing incidents recognize closing incidentlesson benefits offered level agreementsthe agreement sla match examples appropriate statements be included slaincident priority levels assign suitable an incident factors consider assigning priority levels to

Training Program Details

Audience

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

Topics

Objectives

identify the benefits of using incident management techniques in a customer support centerIncident Management Fundamentals
recognize examples of when the application of incident management is necessaryThe Incident Management Process
apply incident management in a given scenario
sequence the stages in the incident management processLesson Overview
identify the benefits of documenting the occurrence, progression, and resolution of an incidentIncident Logging
apply the incident logging procedure in a given scenarioClosing Incidents
recognize steps in closing an incidentLesson Overview
recognize the benefits offered by Service Level AgreementsThe Service Level Agreement (SLA)
match of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLAIncident Priority Levels
assign a suitable priority level to an incident, in a given scenario
identify the factors to consider when assigning priority levels to

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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