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Provided by: Serebra Learning Corporation Technical Support Agent Skills Simulation |
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Having evolved far beyond the "break-fix" model, today's technical support centers are staffed with TSA professionals who must add to their technical repertoire a high standard of customer-relations management, sales skills, and keen problem-solving ability. To test these skills, you will assume the role of a Level-1 TSA for Masterson Tool and Equipment. Through its catalog and web site, Masterson offers a wide selection of products that ranges from automotive diagnostic accessories and snow throwers to power tools and generators. This simulation is based on the SkillSoft series "Technical Support Agent Skills" and contains links to the following courses: CUST0161 and CUST0163. Technical support agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center.
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Training
Provided by Serebra Learning Corporation
Technical Support Agent Skills Simulation
Audience
Technical support agents seeking to acquire new skills or improve the skills they already possess so that they are more in line with the function of the modern contact center.
TopicsObjectives- Technical Support Agent Skills Simulation
- determining the proper level of service and authority.
- seizing sales opportunities.
- practicing TSA ethics.
- demonstrating TSA interpersonal skills.
- escalating the call.
- dealing with challenging customers.
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...
