Support Center Services and Work Environment

Overview/Description
The keys to success are creating a support culture that focuses on your customers' needs and building up your support team's skills and knowledge to provide that support. This course is intended to introduce the learner to the basic levels of service commitments, ethics, and attitude expected of customer service representatives. Best practices, personal accountability, enhancing the image of the organization, and the work environment are covered. This course helps to prepare learners to work in a customer support center or help desk environment.

Target Audience
Individuals who want to develop or refresh their customer service skills

Expected Duration (hours)
3.0

Lesson Objectives

Support Center Services and Work Environment

recognize the characteristics of good customer support

recognize the importance of an ethical approach to customer support

match customer support best practices to examples

identify what role managers play in encouraging Customer Service Representatives to follow best practice guidelines

identify company actions/policies that represent a commitment to a high level of customer support in a given scenario

apply methods of ensuring Customer Service Representatives take personal responsibility

recognize how commitment to customers is demonstrated in given scenarios

recognize how to protect the good image of the organization while supporting customers

recognize the benefits of having a positive service attitude

recognize examples of customer support provided with an excellent service attitude

identify personal methods of projecting an excellent service attitude

identify the factors involved in creating an effective customer support work environment

create a collaborative and supportive work environment in a given scenario

identify employee programs that help create a supportive work environment

identify the benefits of a collaborative and supportive work environment

identify the benefits of providing Customer Service Representatives with shared workspaces

identify the problems associated with shared workspaces

identify the advantages of private workspaces