|
Provided by: Serebra Learning Corporation Managing the Quality of the Customer Support Service Center |
 |
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
|
|
||||||||
Managing the Quality of the Customer Support Service Center
Audience
Individuals interested in the Help Desk Institute's (HDI's) Customer Support Specialist (CSS) certification
Topics
Objectives
- Lesson Overview
- 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 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...
