Help Desk/Customer Service Training

Training Provided by ProTrain Online These online training programs include interactive features and downloadable course materials that are powerfully engineered to ease IT, help desk and support professionals' training experience - making training and certification faster, more convenient and less expensive than traditional training classes. As a Customer Service Representative, you are often the only point of contact for the customer. To him or her - you are the company. This curriculum will help you and your team make the most of every interaction and help you to provide the best possible service to your customers, every time. 12 months access.

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)

About The Training Provider: ProTrain Online