Web-Based Training Series: Summary Page: Management Tools and Metrics

Management Tools and Metrics        





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.


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


2.0

Management Tools

  • recognize the benefits of using management tools in the Customer Support Center
  • sequence the steps in a problem management process in a given scenario
  • identify the problem management tools available to a CSS
  • identify the appropriate stages of change management to use in a given scenario
  • sequence the stages of the change-management process
  • match knowledge types with examples
  • determine the appropriate security management decisions in a given scenario

    • Customer Service Measurements

  • identify the benefits of using customer service measurements in a Support Center
  • match the most common metrics for customer support performance with examples
  • determine the appropriate survey type for a given scenario


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