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
Module 2: Listening Techniques and Approaches
Module 3: Problem Solving with Creative and Critical Thinking
Module 4: Negotiating Styles and Dealing with Conflict
Module 5: Support Metrics
Module 6: Capturing and Managing Knowledge
Module 7: Mentoring Skills
Module 8: Teamwork
Module 9: Project Management
Module 10: Managing Work Expectations
The Support Specialist Certification
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.
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:
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
The Resource Center for Customer Service
PO Box 401, Western Springs, IL 60558
Tel: (708) 246-0320 Fax: (708) 246-0251
Copyright © 2003-2008 Resource
Center for Customer Service Professionals, LLC. All rights reserved.
Last modified November 18, 2009