Support Center Services Overview/Description Target Audience Expected Duration Lesson Objectives Course Number Overview/Description
This course is intended to instruct the learner in the basic levels of service commitments and attitude. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered.
Target Audience
Individuals interested in the Customer Support Specialist (CSS) certification
Expected Duration (hours)
3.0
Lesson Objectives Support Center Services
recognize the characteristics of good customer support
recognize the importance of an ethical approach to customer support
match customer support best practices to examples
identify what role managers play in encouraging Customer Support Specialists to follow best practice guidelines
identify company actions/policies that represent a commitment to a high level of customer support in a given scenario
apply methods of ensuring Customer Support Specialists take personal responsibility
recognize how commitment to customers is demonstrated in given scenarios
recognize how to protect the good image of the organization while supporting customers
recognize the benefits of delivering customer support with an excellent service attitude
recognize examples of customer support provided with an excellent service attitude
identify personal methods of projecting an excellent service attitude
identify the factors involved in creating an effective customer support work environment
create a collaborative and supportive work environment in a given scenario
identify employee programs that help create a supportive work environment
identify the benefits of a collaborative and supportive work environment
identify the benefits of providing Customer Support Specialists with shared workspaces
identify the problems associated with shared workspaces
identify the advantages of private workspaces
Course Number: cust_01_a02_bs_enus