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Customer Support and Technical Support departments critically represent the organization to clients both internally and externally at a time when they are most frustrated. The interaction between those in the support function and the client is a critical point the organization’s ability to retain clients, and when done right can significantly improve client satisfaction, commitment, and retention. For support operations managers this means stepping up as a leader to bring together a team to deliver on key support measures while developing and retaining the best employees, all while managing the demands of a fast-paced and challenging business environment. This course is designed for entry-level support managers to learn about the requirements of the job, to demonstrate leadership, and to prepare to lead a team of support agents in achieving the business needs of the support function
Before taking this course, students should have basic experience in the agent role.
2 Days/Lecture & Lab
Those preparing to advance into a help desk, support center, contact centre or call centre supervisory role.
- Basic Business Elements
- People and Team Focus
- Building commitment to team and team work
- Customer Focus
- Motivating and Maintaining Your Team
- Leading a Team
- Process Management Focus