Call Center Technical Support Specialists Best Practices

PT10718
Training Summary
In today's challenging and increasingly complex IT environment, it is crucial that support specialists provide unsurpassed technical and customer service. This Tier-1 Support Specialist training course will help to prepare front line support specialists and their mangers to meet this challenge. Although designed for entry-level support specialists, this class will benefit even the most experienced specialist or manager. You will learn to successfully handle inbound service requests, deal with difficult customer-service situations, enhance your personal and professional communication and conflict resolution competencies, solve problems creatively, and manage customer expectations.This course includes role-plays and hypothetical situation discussions to round out the learning. It is delivered via a virtual classroom using webinar and teleconferencing tools fully emulating the call center environment.
Prerequisites
There are no prerequisites for this class.
Duration
1 Day/Lecture & Lab
Audience
This course is designed for individuals who provide front-line support, and managers who want to develop the framework knowledge of technical-support, help-desk, or support-center operations.
Course Topics
  • Customer Service Foundations
  • Best Practices in Phone Support
  • Communication Skills Related Competencies
  • Best Practices Managing Difficult Customers

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