Managing the Quality of the Customer Support Service Center
by Skillsoft - Business
Customers who experience problems with your service represent a significant challenge to your company. If the support center is able to deal with incidents efficiently your company can benefit enormously. Reputation and customer satisfaction can be restored and procedures can be established to recognize and prevent future incidents. This course examines the processes involved in incident management and how a support center can use them to best effect. The course introduces the concepts behind incident management demonstrates how to deal with and close incidents correctly and teaches how to apply Service Level Agreement terms and Quality Assurance principles. The course helps to prepare learners interested in the Customer Support Specialist Certification which is targeted at individuals wishing to qualify to work in a customer support center or help desk environment.