Web-Based Training Series: Support Center Services

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.


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


3.0

Service Commitments and Ethics

  • recognize the characteristics of good customer support
  • recognize the importance of an ethical approach to customer support
  • match customer support best practices to examples
  • identify what role managers play in encouraging Customer Support Specialists to follow best practice guidelines
  • identify company actions/policies that represent a commitment to a high level of customer support in a given scenario
  • apply methods of ensuring Customer Support Specialists take personal responsibility
  • recognize how commitment to customers is demonstrated in given scenarios
  • recognize how to protect the good image of the organization while supporting customers

    • Service Attitude

  • recognize the benefits of delivering customer support with an excellent service attitude
  • recognize examples of customer support provided with an excellent service attitude
  • identify personal methods of projecting an excellent service attitude

    • Customer Support Work Environment

  • identify the factors involved in creating an effective customer support 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
  • identify the benefits of providing Customer Support Specialists with shared workspaces
  • identify the problems associated with shared workspaces
  • identify the advantages of private workspaces


    • cust_01_a02_bs_enus

    Experience our entire selection of web-based training courses by viewing the Business Training Library Course Catalog