Support Specialist Training and Certification

Course no longer offered.  Replaced by:
Contact Center Supervisor Certification
For more information,

Dates, Locations and Registration


This 2-day training course is designed for professionals with advanced experience and skills in support services. Such individuals frequently function as team leads. The course focuses on advanced problem resolution techniques, communicating with difficult customers, negotiating strategies, metrics, knowledge management, mentoring, project management and teamwork. The course builds on previous support specific programs and prepares participants for the role of senior support analyst/engineer. This course further enhances the communication and advanced business practices skills needed for the next stage of a support professional's career.

Who Should Attend

Senior level support professionals and help desk team leads.


Module 1: Your Responsibilities in Serving Your Customers

  • Manage Customer Perceptions
  • Understand the requirements for excellent customer service

Module 2: Listening Techniques and Approaches

  • Use a structured listening technique to ensure accurate information gathering and communication
  • Select appropriate listening approaches to maximize communication effectiveness
  • Use listening techniques and approaches to decrease resolution time and increase support center efficiency

Module 3: Problem Solving with Creative and Critical Thinking

  • Create templates for common problem resolution
  • Use critical thinking in decision making

Module 4: Negotiating Styles and Dealing with Conflict

  • Use effective strategies for successful   negotiations
  • Understand styles, both negative and positive, as they apply to the negotiating process

Module 5: Support Metrics

  • Be aware of the metrics used in the support center at all levels
  • Know the key measurement processes

Module 6: Capturing and Managing Knowledge

  • Understand knowledge resources and tools
  • Manage knowledge resources

Module 7: Mentoring Skills

  • Understand the benefits of mentoring in the support center to both the protege and mentor
  • Build relationships for successful goal setting and long term success
  • Use mentoring methodologies to develop a plan

Module 8: Teamwork

  • Teamwork for consensus and decision-making

Module 9: Project Management

  • Facets of project management
  • Develop a project plan

Module 10: Managing Work Expectations

  • Assess and explore your work expectations
  • Communicate and adjust work expectations

The Support Specialist Certification Exam
Certification consists of two parts: the course and an online certification exam.  The exam is administered over the Internet, may be taken following the course from the candidate's home or office, and consists of 100 exam questions which must be completed within a single 2-hour sitting.  The exam is pass/fail, and candidates must achieve at least a 75% score in order to obtain certification. If you do not pass the exam on your first attempt, a second administration can be scheduled for a $79 retake fee. You will receive more exam information on site during the class.

Successful candidates will receive a Certified Support Specialist certificate from the internationally-recognized Service Capability & Performance (SCP) Standards board.  SCP Standard-certified career professionals are recognized and coveted throughout world, serving in internal and external customer support operations of the world's leading software companies, technology organizations, internal IT departments, and consulting firms.

To learn more about Service Capability & Performance Standards-based professional certification,

Registration Fee

The per student registration fee for this course is $1,395, and includes the seminar, course materials, certification exam preparation online, and final certification exam. Participants will be eligible to schedule their certification exam after completion of this course. Class begins at 8:30 a.m. and ends at 5:00 p.m. each day. Dress is business casual.

Course no longer offered.  Replaced by:

Contact Center Supervisor Certification
For more information,

Click here to learn about Click here to see the entire seminars calendar, dates & locations

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 conference.

Cancellation Policy.  Registrants may cancel up to fourteen days in advance of the seminar start date for a full refund, less administrative fees of $400.  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 $400, toward any other Resource Center seminar.

In the unlikely event that a seminar must be cancelled, you will be notified at least two weeks prior to the seminar date.  Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.  As seminars are cancelled for under-enrollment from time to time, we strongly recommend that registrants traveling by air purchase only refundable tickets.

Seminar agenda subject to change.
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Last modified November 18, 2009