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The support center analyst provides front line support and represents the entire organization. For this reason, it is important that the analyst provides the highest quality customer care with every interaction. HDI’s Support Center Analyst (SCA) course focuses on strategies for effective customer care and problem resolution, as well as the fundamentals for support center processes and tools. In this two-day course, using real world scenarios, role playing exercises, and significant group interaction, analysts will develop skills to manage the relationships between customers and their support team by learning to:
• Assess customer business needs and exceed customer expectations
• Improve critical thinking skills to resolve incidents quickly and consistently
• Satisfy customers by using active listening skills and effective communication strategies
• Identify and diffuse challenging customer behavior
• Create win-win interactions with customers, management, and team members
• Master the core processes used in service and support
Course Curriculum
Introduction
- Section 1: Getting Started
- Section 2: Maximizing Your Learning Experience
- Section 3: About HDI
Unit 1: Support Center Overview
- Section 1: The Evolution of the Support Center
- Section 2: The Role of the Support Analyst
- Section 3: Support Center’s Role in the Business
- Conclusion
Unit 2: Strategic Framework
- Section 1: Strategic Perspective
- Section 2: Service Level Agreements (SLAs)
- Section 3: Standard Operating Procedures (SOPs)
- Section 4: Business Alignment
- Conclusion
Unit 3: Service Delivery Methods and Technology
- Section 1: Service Delivery Methods
- Section 2: Telephony Systems
- Section 3: Service Management systems
- Conclusion
Unit 4: Support Center Processes and Operations
- Section 1: IT Service Management
- Section 2: Incident and Problem Management
- Section 3: Change Management
- Section 4: Security Management
- Section 5: Knowledge Management
- Section 6: Quality Assurance
- Conclusion
Unit 5: Call Handling Procedures
- Section 1: Total Contact Ownership
- Section 2: Procedures for Call Handling
- Conclusion
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Unit 6: Communication Skills
- Section 1: The Communication Process
- Section 2: Cultural Sensitivity
- Section 3: Vocal Elements
- Section 4: Active Listening
- Section 5: Incident Documentation
- Section 6: Email and Web Chat
- Conclusion
Unit 7: Problem-solving and Troubleshooting Skills
- Section 1: Problem-solving and Types of Thinking
- Section 2: Questioning Skills
- Section 3: Solve Incidents with IMPACT
- Section 4: Additional Strategies
- Section 5: Problem Management and RCA
- Conclusion
Unit 8: Maximizing Effectiveness
- Section 1: Your customer’s Psychological Needs
- Section 2: Handling Conflict
- Section 3: Difficult Customer Behaviors.
- Section 4: Stress Management
- Section 5: Managing Your Use of Time.
- Section 6: Managing Your Career
- Conclusion
Conclusion
Appendices
- Appendix A: SCA Standards
- Appendix B: Exam Preparation
- Appendix C: Practice Exam
- Appendix D: Glossary of Terms
- Appendix E: Bibliography
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Who Should Attend
Help desk and technical support staff who want to develop a knowledge and understanding of help desk and support center operations, and those who are seeking HDI Support Center Analyst Certification.
Pre-requisites
Students should be familiar with the basic concepts of a customer support center. No previous HDI or STI Knowledge courses are required.
Training Methods and Pricing
Includes instruction, on-line exam prep, and certification exam.
On-site: A two-day course conducted at your company’s site.
Call 1-888-737-2327 for pricing.
Classroom: Interactive two-day course among peers.
Certification
HDI certification exams are offered globally through Pearson VUE Testing Centers. Upon completion of the course, each student is provided with certification instructions and a testing voucher.
* This course combines HDI’s internationally-recognized standards with STI Knowledge® best practices to create the industry’s foremost training and certification curriculum.
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Check our Schedule of Events for pricing and a current list of planned courses or fill out a General Enquiry Form to have a representative contact you to further discuss your organization's requirements and we can work together to provide you with a Service Excellence Solution and help you Create Customer Care Experts.
For more information call our office at 1-888-737-2327.
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