TOPICS

Course Outline
1. Evolution of the Support Center Evolution of the Support Center Role of the Support Analyst Support Center’s Role in the Business
2. Strategic Framework Strategic Perspective Service Level Agreements Standard Operating Procedures Business Alignment
3. Service Delivery Methods and Technology Service Delivery MethodsTelephony Systems Service Management Systems
4. Support Center Processes and Operations Best Practices for IT Service Management ITIL Service Support Security Management
Knowledge Management Quality Assurance
5. Call Handling Procedures Total Contact Ownership Procedures for Call Handling
6. Communication Skills Communication Process Cultural Sensitivity Vocal Elements Active Listening Incident Documentation
Writing Skills
7. Problem-Solving and Troubleshooting Skills Problem-Solving Skills and Types of Thinking Questioning Skills Solve Incidents with IMPACT Additional Customer Service Skills Root Cause Analysis
8. Maximizing Effectiveness Your Customer’s Psychological Needs
Handling Conflict Handling Difficult Customer Behaviors
Stress Management The Power of a Service Attitude Managing Your Use of Time Managing Your Career