Customer Support Specialist (CSS) Service Desk Foundation
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Customer Support Specialist (CSS) Service Desk Foundation

Overall Aim:
This two day skills training and certification course introduces the skills, processes and techniques required to provide exceptional customer service and support. It applies to Helpdesk, IT Support and call centre staff in internal or external telephone customer support environments. It is designed for staff with less than one year of experience and leads to the internationally recognised HDI qualification for Customer Support Specialists (CSS).

Target Group:
- Customer service staff, Call Centre, Helpdesk or IT Support staff with less than 9 month's experience
- Analysts looking for a refresher in essential support skills
- Those wishing to gain an entry-level professional qualification in IT Service and Support

Course Objectives:
A thorough introduction to the Helpdesk or Customer Support Centre, and its importance to today's organisation. This course provides a practical introduction in the key concepts, skills and competencies required to deliver professional and effective support, communicate professionally, manage expectations and deliver first class customer service.

Course Outline:
Professionalism:
- Everything you need to know about the role, importance and responsibilities of the Support Centre in today's business environment
- Maintaining and preserving the IT Organisation's image
- Developing a positive and professional Customer Service Attitude
- Becoming a Customer Support Specialist - Delivering effective and consistent support Cultural Sensitivity and Developing a Global Perspectiv

Skills:
- Strategies for satisfying customers
- How to handle support requests quickly and consistently
- Active listening and effective communication skills
- Strategies for handling difficult customer behaviours
- Characteristics of successful teams
- Incident documentation, updates and escalation
- Practical preparation for passing the Customer Support Specialist examination

Processes:
- Knowledge of core ITIL Service Support processes (incident, problem and change)
Service Management processes - understanding the need and value of
- Performance Metrics and Quality Assurance monitoring
- Service Level Agreements (SLAs) - their importance and value
 
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Key Details
Duration2 days
 
£625.50
per delegate
 
 
Bookings Helpline: 01933 233884 (Monday to Thursday - 8:00am to 5:30pm and Friday 8:00am to 5:00pm).