(CSP-I) The Essentials of Field Service Communication:

CSP—I Certification Training
This program is designed for professional field service representatives who are candidates for SSPA’s Certified Support Professional I (CSP-I) certification. Developed especially for technology-based industries, The Essentials of Field Service Communication™ teaches your employees the professional support skills they need to be SSPA certified and to make a positive difference with customers in the field.

Course content

Module 1: Showing Customers You Care

• Combining technical know-how with interpersonal skills
• Recognizing and addressing customers' non-technical needs
• Integrating ethics and values into the field service environment

Module 2: Making a Positive Impression

• Projecting a positive image
• Using simple, positive language
• Understanding the power of body language

Module 3: Establishing a Relationship

• Creating a professional impression when greeting customers
• Setting customer expectations for service
• Building rapport with customers

Module 4: Understanding Customer Needs

• Using an efficient questioning strategy
• Honing your listening skills
• Confirming your understanding

Module 5: Evaluating and Managing the Situation

• Classifying and working the problem
• Handling requests for increased scope of work
• Briefing the customer

Module 6: Ending the Service Call

• Adding value and closing the call
• Documenting the call
• Following-up after the call

Module 7: Managing Challenging Situations

• Staying positive under pressure
• Cooling down challenging situations
• Escalating the call

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