Provided by: Serebra Learning Corporation

The Customer Support Specialist CSS

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Training Provided by Serebra Learning Corporation

It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSS and the environment in which he performs his duties, including typical roles of the CSS in a support environment, basic tasks accomplished by the CSS, the support center and customer's role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted at individuals wishing to qualify for work in a cu Individuals interested in the Help Desk Institute (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 professionalism specialist css lesson overview recognize specialist s css contribution business why specialist css is valued modern businessesthe role apply given scenariothe call process recognize examples phases css processcss ethical standards expected given scenario determine which guidelines been followed given scenario benefits support center companythe center examples where serves its purpose purposes served companya center s responsibilities support cen

Training Program Details

Audience

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

Topics

Objectives

recognize the Customer Support Specialist's (CSS) contribution to business
identify why the Customer Support Specialist (CSS) is valued by modern businessesThe Role of the Customer Support Specialist
apply the skills of the Customer Support Specialist (CSS) in a given scenarioThe Call Process
recognize examples of the phases in the CSS call processCSS Ethical Standards
apply the ethical standards expected of a Customer Support Specialist in a given scenario
determine which ethical guidelines have been followed in a given scenario Lesson Overview
recognize the benefits of the support center for the customer and the companyThe Role of the Support Center
identify examples of where the support center serves its purpose to the customer
identify examples of purposes served by the support center for the companyA Support Center's Responsibilities
identify examples of a support center's responsibilities to the customer
identify the support cen

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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