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.
There are no prerequisites for this class.
1 Day/Lecture & Lab
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.
- Customer Service Foundations
- Best Practices in Phone Support
- Communication Skills Related Competencies
- Best Practices Managing Difficult Customers