Customer Support Specialist (CSS)
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This course is predominantly intended for staff new to the telephone customer support environment. However, it is also an extremely useful 'refresher' course for all staff who regularly use the phone to support customers both internal and external, in their customer support role.
The course is based upon the standards and objectives for the Help Desk Institute's Customer Support Specialist qualification and leads to the opportunity to sit an examination in which the delegate's knowledge and understanding of the role and the environment will be evaluated.
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Further Details
Course objectives:
- To define and develop an understanding of the role and responsibilities of a Customer Support Specialist
- To define and understand the support centre environment
- To identify and develop the skills and competencies required in a Customer Support Specialist
- To understand the importance of meeting the customers' technical and psychological needs, and how to do so
- To understand the importance and benefits of measuring service delivery
- To develop awareness of the environments in which a Customer Support Specialist can work and the tools and technologies typically used
- Recognise the importance and benefits of delivering quality support, consistently
This Training Course is taught in classrooms in the following locations:Stoke on TrentBromley
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
