Desk Team Lead Training and Certification
Instructor led 2-day training & certification exam, $1695
The help desk team lead is the communication link between the team and the supervisor or manager as well as the first point of internal escalation for the customer. In this course you will learn how to deliver exceptional customer support, promote process improvement, coach for success, and take charge of the day-to-day operational activities of a team. This course is designed for front line team leads who want to develop their leadership skills.
What You Will Learn
Following completion of the course, participants will have an opportunity to take the Team Lead certification exam. Certification ensures that support professionals possess advanced skills for providing excellent customer care, as well as an established and highly marketable skill set that will be valued by management in performance and salary evaluation. Becoming a Certified Team Lead also provides a career boost, heightening your confidence and motivation. And, customers, peers, and management will respect your credentials.
Who Should Participate
This course is for technical support professionals who must understand support center processes and best practices and master important daily functions, such as quality assurance monitoring, coaching, and escalation management.
Overview of the Help Desk
Business Planning and Strategy
Help Desk Processes
Service Delivery Methods and Technology
Recruitment and Training
Communication and Coaching
Teamwork and Retention
Quality Assurance and Marketing
Once the course is completed, you have an opportunity to earn your Team Lead certification. The Team Lead certification exam is included in your purchase, and you must take the exam within 12 weeks of course completion.
The Team Lead Certification consists of two parts: class attendance and a certification exam. The exam covers the help desk practices and processes presented in class and is available on the web. Should you fail to achieve passing marks, an instructor will review your exams with you and help you plan for success on your next attempt.
The per student registration fee for this option is $1695.
Register securely online with confidence or please call (708) 246-0320.
Terms & Conditions
Payment is due prior to the seminar.
Seminar provider is not responsible for losses due to cancellation. In all circumstances, seminar provider's liability shall be limited to fees received.
Seminar agenda and assigned instructors are subject to change.
Public Training Terms & Conditions
Seminar cancellation policy. Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $100. Or, you may transfer your registration to another member of your company at no additional charge. Registrants canceling within fourteen days of the seminar will receive training credit, less administrative fees of $100 toward any other Resource Center seminar.
In the unlikely event that a seminar must be cancelled by seminar provider due to unavoidable circumstances, you will be notified at least two weeks prior to the seminar date, and your payment will be refunded.