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Provided by: Serebra Learning Corporation Management Tools and Metrics |
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Training
Provided by Serebra Learning Corporation
Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. 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 environment. Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification.
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Management Tools and Metrics
Audience
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification.
Topics
Objectives
- Lesson Overview
- recognize the benefits of using management tools in the Customer Support Center Problem Management
- sequence the steps in a problem management process in a given scenario
- identify the problem management tools available to a CSSChange Management
- identify the appropriate stages of change management to use in a given scenario
- sequence the stages of the change-management processKnowledge Management
- match knowledge types with examplesSecurity Management
- determine the appropriate security management decisions in a given scenario Lesson Overview
- identify the benefits of using customer service measurements in a Support CenterCustomer Service Metrics
- match the most common metrics for customer support performance with examplesCustomer Service Surveys
- determine the appropriate survey type for a given scenario
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...
