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.

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 management tools metrics lesson overview recognize benefits management tools center problem sequence given scenario available csschange appropriate stages change management stages match knowledge types examplessecurity determine appropriate security decisions given scenario measurements centercustomer match most common customer support performance examplescustomer surveys survey type

Training Program Details

Audience

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

Topics

Objectives

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 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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