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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
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The Customer Support Specialist CSS
Audience
Individuals interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification
Topics
Objectives
- Lesson Overview
- 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 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...
