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The Customer Support Specialist (CSS)
Overview/Description
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSS and the environment in which he performs his duties, including typical roles of the CSS in a support environment, basic tasks accomplished by the CSS, the support center and customer's role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment. Target Audience
Individuals interested in the Help Desk Institute (HDI) Customer Support Specialist (CSS) certification
Expected Duration
3.5 hours
Objectives
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Lesson Overview
recognize the Customer Support Specialist's (CSS) contribution to business
identify why the Customer Support Specialist (CSS) is valued by modern businessesThe Role of the Customer Support Specialist
apply the skills of the Customer Support Specialist (CSS) in a given scenarioThe Call Process
recognize examples of the phases in the CSS call processCSS Ethical Standards
apply the ethical standards expected of a Customer Support Specialist in a given scenario
determine which ethical guidelines have been followed in a given scenario Lesson Overview
recognize the benefits of the support center for the customer and the companyThe Role of the Support Center
identify examples of where the support center serves its purpose to the customer
identify examples of purposes served by the support center for the companyA Support Center's Responsibilities
identify examples of a support center's responsibilities to the customer
identify the support center's responsibilities to the Customer Support SpecialistSupport Center Evolution and CRM
recognize the different phases of the support center evolution
apply the CRM methods employed by the support center in a given scenarioLesson Overview
recognize the benefits of adhering to support center policies and best practicesSupport Center Policies
match topics featured in a support center policy to examplesCSS Support
determine the support source most suitable in a given scenario
Course Number: cust_01_a01_bs_enus
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