Overview/Description
It costs a business much more to acquire a new customer than it does to retain an existing one. So it makes sense that a business must do everything it can to support and satisfy existing customers. Handling complaints effectively and efficiently can result in increased customer loyalty. Today's Customer Support Specialists (CSS) and support centers have a vital role to play in ensuring customers' needs are addressed in an effective, efficient manner. This course will familiarize the individual with the basic role of the CSS and the environment in which he performs his duties, including typical roles of the CSS in a support environment, basic tasks accomplished by the CSS, the support center and customer's role in a support environment, how the support center has evolved, and company and support center best practices. This course prepares individuals interested in the Customer Support Specialist (CSS) certification, which is targeted at individuals wishing to qualify for work in a customer support center or help desk environment.

Target Audience
Individuals interested in the Customer Support Specialist (CSS) certification

Expected Duration (hours)
3.5

Lesson Objectives

The Customer Support Specialist (CSS)
# recognize the Customer Support Specialist's (CSS) contribution to business
# identify why the Customer Support Specialist (CSS) is valued by modern businesses
# apply the skills of the Customer Support Specialist (CSS) in a given scenario
# recognize examples of the phases in the CSS call process
# apply the ethical standards expected of a Customer Support Specialist in a given scenario
# determine which ethical guidelines have been followed in a given scenario
# recognize the benefits of the support center for the customer and the company
# identify examples of where the support center serves its purpose to the customer
# identify examples of purposes served by the support center for the company
# identify examples of a support center's responsibilities to the customer
# identify the support center's responsibilities to the Customer Support Specialist
# recognize the different phases of the support center evolution
# apply the CRM methods employed by the support center in a given scenario
# recognize the benefits of adhering to support center policies and best practices
# match topics featured in a support center policy to examples
# determine the support source most suitable in a given scenario