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Provided by: 123-CBT Computer Based Training Management Tools and Metrics |
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Training
Provided by 123-CBT Computer Based Training
Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners interested in the HDI Customer Support Specialist (CSS) Certification, which is targeted to individuals wishing to qualify to work in a customer support environment.
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Management Tools and Metrics
Overview:
Customers contacting Support Centers expect the same level of professionalism each time they interact with a Customer Support Specialist (CSS). To ensure this consistently high level of service, the CSS can draw an array of management tools and processes that both guide and measure his performance. This course is intended to demonstrate the management and measurement tools a professional CSS is expected to use when dealing with individual customers and participating in the overall operation of the Support Center. The skills and knowledge required include how to use tools associated with problem, change, knowledge, and security management. This course helps to prepare learners interested in the HDI Customer Support Specialist (CSS) Certification, which is targeted to individuals wishing to qualify to work in a customer support environment.Pre-Requisites:
noneTarget Audience:
Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification.Modality:
WEBLesson:
Course Overview|Lesson Overview| - recognize the benefits of using management tools in the Customer Support Center|Problem Management| - sequence the steps in a problem management process in a given scenario| - identify the problem management tools available to a CSS|Change Management| - identify the appropriate stages of change management to use in a given scenario| - sequence the stages of the change-management process|Knowledge Management| - match knowledge types with examples|Security Management| - determine the appropriate security management decisions in a given scenario|Lesson Overview| - identify the benefits of using customer service measurements in a Support Center|Customer Service Metrics| - match the most common metrics for customer support performance with examples|Customer Service Surveys| - determine the appropriate survey type for a given scenario|
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
-...
