(CSP-I) The Essentials of Technical Support Communication:

CSP—I Certification Training
This program is designed for professional technical support representatives who are candidates for SSPA’s Certified Professional I (CSP-I) certification. The Essentials of Technical Support Communication™ teaches your employees the professional support skills they need to be SSPA certified and make a positive difference with customers, both internal and external.

Course content

Module 1: Showing Customers You Care

• Discovering the customer service role in technical support
• Developing a customer-focused attitude
• Integrating ethics and values into the technical support environment

Module 2: Using Language to Serve the Customer

• Using positive language
• Using language the customer can understand
• Using transitions to move through the call
• Building rapport

Module 3: Opening the Call

• Opening the call
• Interrupting the caller
• Transferring a call

Module 4: Uncovering Customer Issues

• Questioning to determine customer needs
• Honing your listening skills
• Confirming your understanding

Module 5: Solving Customer Problems

• Developing a problem statement
• Classifying the problem
• Handling requests you can’t fulfill

Module 6: Handling Challenging Calls

• Maintaining your poise with challenging calls
• Preventing challenges from escalating
• Dealing with upset customers

Module 7: Closing the Call

• Securing customer satisfaction
• Closing and documenting the call

Individual certification cost (includes online course and certification test) -          $299
To enroll now contact kanderson@thesspa.com