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Managing the Quality of the Customer Support Service Center
Overview/Description
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently, your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management, demonstrates how to deal with and close incidents correctly, and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the HDI Customer Support Specialist Certification, which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment. Target Audience
Individuals interested in the Help Desk Institute's (HDI's) Customer Support Specialist (CSS) certification
Expected Duration
3.5 hours
Objectives
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Lesson Overview
identify the benefits of using incident management techniques in a customer support centerIncident Management Fundamentals
recognize examples of when the application of incident management is necessaryThe Incident Management Process
apply incident management in a given scenario
sequence the stages in the incident management processLesson Overview
identify the benefits of documenting the occurrence, progression, and resolution of an incidentIncident Logging
apply the incident logging procedure in a given scenarioClosing Incidents
recognize steps in closing an incidentLesson Overview
recognize the benefits offered by Service Level AgreementsThe Service Level Agreement (SLA)
match objectives of a Service Level Agreement (SLA) with examples of appropriate statements to be included in the SLAIncident Priority Levels
assign a suitable priority level to an incident, in a given scenario
identify the factors to consider when assigning priority levels to incidentsLesson Overview
recognize the importance of quality assurance in improving support center employee performanceQuality Assurance Fundamentals
select the quality assurance techniques that are appropriate in a given scenarioIncident Monitoring
identify the benefits of incident monitoring in a support center
Course Number: cust_03_a02_bs_enus
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