| Customer Support Specialist Skills 2-day training seminar and CSS certification preparatory course. Register online and get a free book!  |
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Overview
This course is designed for entry-level help desk professionals with little or no job experience. The objective of this training program is to prepare individuals to enter the customer support profession. Material presented will address customer service techniques, support processes, and the most important communication skills, and will also prepare interested participants for the Customer Support Specialist Certification exam. It is also an extremely useful refresher course for all staff that regularly use their phone as part of their customer support role.
In two information-packed days, you'll learn how effective communication builds customer satisfaction. You'll cover attitudes, behaviors, and consequences that impact your customers, your organization, and you.
At this seminar, you will:
- Master an understanding of the role and responsibilities of a customer support specialist
- Be equipped with an understanding of the support center environment, processes, procedures, and basic tools and technologies
- Develop skills and competencies and learn everyday solutions for addressing the attitudes, behaviors and relationships between customers and the support team
Look at this agenda!
Creating Positive "Win/Win" Interactions With Your Customer and Co-Workers
- Why our behaviours affect customer service
- How to remain positive when managing customer moods
- Strengthening your service attitude
How to Identify Underlying Customer Needs
- How to gain rapport with your customers by understanding their needs
- Focusing on the key points
Reaching Agreement With the Customer
- How to reach agreement with your customer
- Explaining the plan of action
- Concluding the call
Meeting and Exceeding Customer Expectations
- Communication Skills
- Steps for handling a call
The Difference Between Providing Solutions and Satisfying a Customer's Psychological Needs
- Understanding actual and psychological needs of the customer
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Asking questions
- Problem identification through the use of open- and closed-ended questions
- Effective steps for responding to a customer's need
- Showing empathy
How to Deal Effectively With a Variety of Customer Situations
- Effective communication behaviors
- How to handle different types of communications
- Key steps to effective communication
Working With Unrealistic, Inconvenienced, and Angry Customers
- The rights everyone has
- Learning to say "no"
- When and how to use the limited yes
- How to achieve results with assertive communication
- Getting results with the angry or irate customer
- How to focus the customer with unrealistic expectations on realistic options
- How to gather information from the "mumbler"
Customer Satisfaction Through Better Listening
- Ways to improve your listening skills
- Factors influencing your ability to listen
- Effective listening steps
- Active listening skills
Support Environment Processes and Procedures
- Guidelines for problem escalation
- The importance of delegation
- Measuring the delivery of customer support
Tools and Technologies Used in the Customer Support Industry
Basic Anatomy of Computers and Networks
The Customer Support Specialist Certification Exam
Once the course is completed, you will have been exposed to the materials necessary to successfully pass the Customer Support Specialist certification exam. Taking the exam is optional. If you are interested in taking the exam, contact Prometric Testing Center at (877) 370-4093 or www.2test.com for more information and to determine the testing center nearest you. The cost of the exam administration is $99 (US/Canada), $134 (International).
Special bonuses for on-line registration!
Register from this web site and receive a complimentary help desk book from the Resource Center*. To learn more about these books, click on the open book icons to the left of each title. Choose from:
Customer Service Skills for Tech Support Professionals
Managing Stress: A Guide for Customer Support Professionals
Glossary of Help Desk
Terms
How to Handle Difficult Customers
Overcoming Overwhelm: Thirty Days to Less Stress
Building Bridges: Using Thinking Styles to Facilitate
Communication
Effective Information Gathering Techniques
Understanding Customer Competence Levels: Your Guide to Efficient and
Effective Support Calls
Optimizing Stress in the Support Center
Effective Telephone Communication Skills
* Normal shipping and handling fees apply
Seminar Schedule, Start Times and Dress Code
| No schedule announced yet. |
Click on the "Hotel Info" icons for hotel address, phone number, directions, and other nearby hotels.
Class begins at 8:30 a.m. and ends at 5:00 p.m. on the first day and 4:30 p.m. on the second day. You should arrive at 8:00 a.m. the first day to sign-in and meet fellow attendees.
Dress is casual. Keep in mind that meeting rooms can be chilly.
* Maximize your learning experience. Register for two help desk training classes the same week for four full days of training! Customer Support Specialist is presented the same week as:
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Registration Fees and What's Included
The per student registration fee for this seminar is $1,095, and includes the seminar, course materials, refreshments, and continental breakfast both days. To register, call (708) 246-0320 or click on the "Register" button below.
Payment is due prior to the seminar. If payment is not received, a credit card hold will be required for participation. This card will only be processed if payment has not been received within two weeks following the 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 $300. 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 credit, less administrative fees of $300, toward any other Resource Center seminar. In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.
Seminar agenda subject to change.
Help Desk Books
Call Center
Management
Automation Aids
Online Support
Customer Satisfaction
Knock Your Socks Off
Help Desk Institute
Telecom Books
Communication Skills
Call Center Monitoring
CRM
Bargain Books (50% off!)
Email the Librarian
Ways to Order
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