CSS

CSS Certification

SCInc. Customer Support Specialist (CSS) (Online Only!)
The Customer Support Specialist Certification is targeted at individuals wishing to qualify to work in a support/help desk environment. This should be a requirement of all support professionals with 30 days of being on the job.

In today’s business environment it is crucial for Customer Service Specialists to provide unsurpassed customer service. Certified Customer Service Specialists have been tested to ensure they meet the required standards.

A Certified Customer Support Specialist will: Gain knowledge and understanding about the expectations of the role and the customer service environment
Learn the importance of the role from customer and business perspectives
Understand the importance of and techniques to maintain customer loyalty
Understand the importance of using best practices in the customer service environment

What courses do I have to take to be CSS certified?

SCInc. Customer Support Specialist (CSS) Certification Course

Who Should Attend:
SCInc.'s Customer Support Specialist (CSS) Certification Training is for all staff in the call center environment that are dedicated to providing outstanding levels of customer support. This two-day course contains all content necessary to successfully pass the CSS Certification exam, and is also a preparatory course for SCInc. HDA Certification Training.

SCInc. Customer Support Specialist Certification ensures its recipients have:

Mastered the roles and responsibilities of a Customer Support Specialist
Developed an understanding of the call center environment
Developed the skills and competencies required to succeed as a Customer Support Specialist

Description:
This is a two-day interactive course with practical exercises and group discussion to reinforce learning. Upon completion of the course, attendees will be prepared to successfully pass the CSS certification exam. Course attendees will be introduced to the roles and responsibilities needed to provide the highest levels of customer service, in addition to the call center environment's processes, procedures, and basic tools and technologies.

Each customer interaction is unique and offers an opportunity to enhance the relationship with that customer. This course includes valuable information and everyday solutions for addressing the attitudes, behaviors, and relationships between customers and the support team.

What You Will Learn:
The importance and benefits of measuring the delivery of customer support
How to create “win/win” positive interactions with customers and co-workers
How to identify underlying customer needs
How to gain agreement with customers, and meet and exceed customer expectations
The difference between providing solutions and satisfying a customer’s psychological needs
How to deal effectively with a variety of customer situations
How to work with unrealistic or angry customers
How to gain satisfied customers through better listening
The guidelines for problem escalation
The importance of delegation
The basic anatomy of computers
Basic tools and technologies used in the customer support industry

The two-day CSS class (which prepares the participant to pass the CSS exam) is available for onsite training only. Please call us toll-free at 1-877-916-1510 for pricing, or email us at info@scinc.com.