Description
WHOM IS IT APPLICABLE
- Technical support professionals who provide in-person support to internal employees, remote workers, or external customers and require skills specific to this unique form of customer contact
WHAT YOU WILL LEARN
- Proven techniques for improving on-site customer interaction
- How service level agreements impact workflow and prioritization of requests
- Seven key steps for effective root cause analysis
- The ITIL® processes of incident, problem, change, release, asset, and configuration management
- An overview of security management and knowledge management
- Essential time management and problem-solving skills
- Effective strategies for managing difficult customers
MODULE OVERVIEW
Module 1: Support Center Overview
Module 2: Strategic Framework
Module 3: Service Delivery Methods and Technology
Module 4: Support Center Processes and Operations
Module 5: Customer Management Skills
Module 6: Communication Skills
Module 7: Problem-solving and Troubleshooting Skills
Module 8: Maximizing Effectiveness
PREREQUISITES
There are no formal prerequisites required for this certification
