Help Desk/Customer Service Training

HDI - Customer Support Specialist, Professionalism
o The Customer Support Specialist (CSS)
HDI - Customer Support Specialist
o Interacting with the Customer
o Effective Communication Skills
o Managing Conflict, Stress, and Time
o Customer Support Specialist Simulation
HDI - Customer Support Specialist, Process
o Customer Service Procedures
o Managing the Quality of the Customer Support Service Center
How to Excel at Customer Service
o Building the Service Foundation: Corporate Culture
o Fundamentals of Exceptional Customer Service
o The Voice of the Customer
o Advancing Your Service Expertise
o Customers, Conflict and Confrontation
o Overcoming Challenging Service Situations
o Instilling Service Excellence: the EXCEL Acronym
o Service Stars and Service Teams
o Excelling at Customer Service (Simulation)
o Customer Service Simulation
o How to Excel at Customer Service
Frontline Call Center Skills
o The Call Center Industry
o Call Center Communication Skills
o Call Center Customer Service
o Call Center Telephone Sales
o Frontline Call Center Skills (Simulation)
Measuring Customer Satisfaction
o Discovering What Your Customers Want
o Developing Customer Satisfaction Surveys
o Customer Satisfaction: Analysis and Implementation
o Measuring Customer Satisfaction Simulation
Internal Customer Service
o Excellence in Internal Customer Service
o Working With Internal Customers
o Overcoming Internal Customer Service Problems
o Internal Customer Service: Conflict and Complaints
Internal Customer Service Agent Skills
o The Customer Service Agent in Action
o Professional Skills for Customer Service Agents
o Managing Challenges in Customer Service
o Cross-selling in a Customer Service Call
o Customer Service Agent Skills Simulation
Technical Support Agent Skills
o The Contact Center and Technical Support Agent
o Technical Support Essentials
o Assessing Customer Behavior
o Technical Support Agent Survival Skills
o Technical Support Agent Skills Simulation
IT Infrastructure Library (ITIL) Foundations
o ITIL: The Service Desk and Incident Management
o ITIL: Configuration and Release Management
o ITIL: Service Level and Capacity Management
o ITIL: Problem and Change Management
o ITIL: Continuity and Availability Management
o ITIL: Financial and Security Management
Inbound Call Center Management
o The Inbound Call Center
o Inbound Call Center Management: Leadership
o Inbound Call Centers: People Management
o Inbound Call Center Technology
o Performance Metrics for an Inbound Call Center
Managing A Customer-Focused Department
o Identifying Your Customer's Expectations
o Using Surveys to Measure Customer Satisfaction
o Bridge The Expectations Gap
o Leading A Customer-Focused Team
o Managing a Customer-focused Department Simulation
Customer Relationship Management
o The Customer-driven Organization
o Hiring and Retaining Service Professionals
o Effective Service Recovery
o Serving Your Internal Customers
o Beginning Electronic Customer Relationships
o Sustaining Excellent Customer Service
o Managing Customer Relationships Simulation
Mentoring Assets
o Mentoring Information Technology Infrastructure Library Foundations (ITIL v1.0)
o Mentoring hdo-400 HDI Customer Support Specialist (CSS)
TestPreps
o Information Technology Infrastructure Library Foundations (ITIL v1.0)