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Provided by: 123-CBT Computer Based Training Managing the Quality of the Customer Support Service Center |
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Training
Provided by 123-CBT Computer Based Training
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the HDI Customer Support Specialist Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.
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Managing the Quality of the Customer Support Service Center
Overview:
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the HDI Customer Support Specialist Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.Pre-Requisites:
noneTarget Audience:
Individuals interested in the Help Desk Institute's (HDI's) Customer Support Specialist (CSS) certificationModality:
WEBLesson:
Course Overview|Lesson Overview| - identify the benefits of using incident management techniques in a customer support center|Incident Management Fundamentals| - recognize examples of when the application of incident management is necessary|The Incident Management Process| - apply incident management in a given scenario| - sequence the stages in the incident management process|Lesson Overview| - identify the benefits of documenting the occurrence, progression, and resolution of an incident|Incident Logging| - apply the incident logging procedure in a given scenario|Closing Incidents| - recognize steps in closing an incident|Lesson Overview| - recognize the benefits offered by Service Level Agreements|The Service Level Agreement (SLA)| - match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLA|Incident Priority Levels| - assign a suitable priority level to an incident, in a given scenario| - identify the factors to consider when assigning priority levels to incidents|Lesson Overview| - recognize the importance of quality assurance in improving support center employee performance|Quality Assurance Fundamentals| - select the quality assurance techniques that are appropriate in a given scenario|Incident Monitoring| - identify the benefits of incident monitoring in a support center|
About The Training Provider: 123-CBT Computer Based Training
123-CBT Computer Based Training - 123-CBT offers discount pricing on top quality eLearning
programs from leading computer based training providers. Many of the training courses are available both online or on CD so that you can study at home at your own pace:
E-Learning available for
- ABAP 6. 10
- Access 2003
- Acrobat 6. 0
- ASP
- ASP. NET
- C
- Captivate 1. 0
- Crystal Reports 8. 5
- Crystal Reports v10
-...
