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Who should attend HDI Customer Support Specialist (CSS)
This course is for individuals interested in HDI Customer Support Specialist (CSS) Certification, and is recommended for front-line staff in the contact center environment that are dedicated to providing outstanding levels of customer service and support. This course contains all content necessary to successfully pass the HDI CSS Certification test, and is also a preparatory course for the HDI Help Desk Analyst (HDA) Certification training.
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HDI Customer Support Specialist (CSS)  

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This course is for individuals interested in HDI Customer Support Specialist (CSS) Certification, and is recommended for front-line staff in the contact center environment that are dedicated to providing outstanding levels of customer service and support. This course contains all content necessary to successfully pass the HDI CSS Certification test, and is also a preparatory course for the HDI Help Desk Analyst (HDA) Certification training.

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Seminar Summary:

The HDI Customer Support Specialist (CSS) Certification is targeted to individuals wishing to qualify to work in a customer support center/help desk environment. (see full course description)

 
 
 

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Training Course Syllabus:


Title: Customer Support Specialist

Delivery Method: Instructor-led Classroom Learning

Duration: 2.00 Day(s)

Overview:
The HDI Customer Support Specialist (CSS) Certification is targeted to individuals wishing to qualify to work in a customer support center/help desk environment.

Who Should Attend:
This course is for individuals interested in HDI Customer Support Specialist (CSS) Certification, and is recommended for front-line staff in the contact center environment that are dedicated to providing outstanding levels of customer service and support. This course contains all content necessary to successfully pass the HDI CSS Certification test, and is also a preparatory course for the HDI Help Desk Analyst (HDA) Certification training.

At Course Completion:
- The importance and benefits of measuring the delivery of customer support - How to create - win/win - positive interactions with customers and co-workers - How to identify underlying customer needs - How to gain agreement with customers, to meet and exceed customer expectations - The difference between providing solutions and satisfying a customers psychological needs - How to deal effectively with a variety of customer situations - How to work with unrealistic or angry customers - How to gain satisfied customers through better listening - The guidelines for problem escalation - The importance of delegation - The basic anatomy of computers - Basic tools and technologies used in the customer support industry



Outline:
Lesson 1: Introduction

Getting Started
Initiating Your Learning Experience
About HDI

Lesson 2: Customer Support Overview

Support Centers: Then & Now
Strategic Perspective
Creating a Good First Impression
Profile for the CSS

Lesson 3: CSS Skills Overview

Support Center Characteristics
The Power of Service Attitude
Communication Overview
Listening Skills
Verbal Skills
Questioning Skills
Telephone Skills
Writing Skills
Applying CSS Skills
Managing Yourself

Lesson 4: Applying CSS Processes and Operations

Support Center Environment
Quality Assurance
Incident Management
Security Management
Teaming for Success
Appendix A
Commonly Used Tools
Self Help Technology

Next Steps
Help Desk Analyst

Seminar Summary:

The HDI Customer Support Specialist (CSS) Certification is targeted to individuals wishing to qualify to work in a customer support center/help desk environment. (see full course description)

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