Support Center Services

This course is intended to instruct the learner in the Help Desk Institute's (HDI) basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.

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Individuals interested in the Help Desk Institute's (HDI) Customer Support Specialist (CSS) certification

WEB

Course Overview|Lesson Overview| - recognize the characteristics of good customer support| - recognize the importance of an ethical approach to customer support|Customer Support Best Practices| - match customer support best practices to examples| - identify what role managers play in encouraging Customer Support Specialists to follow best practice guidelines|Consistent Customer Support Levels| - identify company actions/policies that represent a commitment to a high level of customer support in a given scenario|Personal Accountability and Service Commitments| - apply methods of ensuring Customer Support Specialists take personal responsibility| - recognize how commitment to customers is demonstrated in given scenarios|Enhancing Your Image with Excellent Customer Support| - recognize how to protect the good image of the organization while supporting customers|Lesson Overview| - recognize the benefits of delivering customer support with an excellent service attitude|Great Service Attitudes| - recognize examples of customer support provided with an excellent service attitude|How to Achieve an Excellent Service Attitude| - identify personal methods of projecting an excellent service attitude|Lesson Overview| - identify the factors involved in creating an effective customer support work environment|Collaborative and Supportive Work Environment| - create a collaborative and supportive work environment in a given scenario| - identify employee programs that help create a supportive work environment| - identify the benefits of a collaborative and supportive work environment|Shared and Private Physical Workspaces| - identify the benefits of providing Customer Support Specialists with shared workspaces| - identify the problems associated with shared workspaces| - identify the advantages of private workspaces|

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